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Benefit Customer Service Representative Role: The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering, and troubleshooting issues. This position requires 1 to 2 days per month on-site, and candidates must be within 60 miles of Bloomington, MN. Key Responsibilities:

• Provide high-level customer service support when handling customer's questions/complaints regarding defined benefit pension and/or health and welfare plans.
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments).
• Demonstrate flexibility to customize the customer service approach to meet all types of member communication styles and personalities.
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements.
• Proficiently translate health and welfare and pension terms, complex plan information, and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client's plan documents, amendments, or online knowledgebase tools, etc. Collect relevant information, determine immediate requests/questions, and anticipate the future needs of the member.
• Maintain diplomacy and tact while dealing with upset or escalated callers.
• Demonstrate knowledge, understanding, and compliance with company and client procedures and guidelines, providing appropriate and accurate information.
• Maintain and document complete and accurate call and case notes.
• Respond professionally to customer inquiries/complaints received via phone, email, or other communication channels.
• Demonstrate the ability to maintain a high level of customer service in a changeable work environment.
• Participate in team meetings and training.
• Possess a cooperative and positive attitude towards customers, internal contacts, and team members.
• Perform other duties as assigned.

Requirements:

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills.
• Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem-solving skills.
• High level of attention to detail.
• Strong computer skills with the ability to navigate multiple software applications.
• Working knowledge of health and welfare and/or defined benefit pension plans is a plus.
• Minimum 1-2 years' experience in a customer service setting, at least 2-3 years preferred.
• Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel, and Word).
• Ability to type 30-40 WPM.
• Ability to work in a team environment.
• Ability to work in a multi-tasked environment and prioritize and organize work.
• Ability to understand and follow oral and written instructions.
• Ability to work a flexible work schedule (30 - 40 hours/week with some overtime requested; variety of schedule start and end times).
• Must have excellent attendance and be punctual to work.
• Fluency in Spanish is a plus.
• Associate or Bachelor's degree preferred.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply. If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/ Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used fo reporting purposes only and will be kept separate from all other records. Company Profile: Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement. Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs. Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com . We look forward to working with you. Beacon Hill. Employing the Future (TM)