Customer Service Representative
Responsibilities:
• Respond to member inquiries by phone and provide clear, accurate guidance on benefits, retirement plans, payroll matters, reimbursements, account activity, and related reports.
• Support customers in navigating the company’s online platform and help them complete routine account-related tasks successfully.
• Investigate service concerns, determine appropriate solutions, and bring issues to resolution within established timeframes.
• Route advanced technical or operational problems to the appropriate internal teams when additional expertise is needed.
• Manage questions and complaints with professionalism, empathy, and strong de-escalation skills while aiming to resolve concerns during the first interaction.
• Track unresolved cases, conduct timely follow-up, and maintain detailed documentation for each customer contact in internal systems.
• Monitor call patterns and recurring issues, then communicate trends to management to support faster and more effective resolutions.
• Perform operational support work such as processing demographic updates, enrollments, qualifying events, terminations, reimbursement-related activities, report uploads, mailings, and invoice reconciliation.
• Follow assigned schedules, including occasional late shifts during the workweek and periodic Saturday hours during open enrollment, while completing additional departmental duties as needed.
Qualifications:
• Experience in customer service, call center support, or a similar high-volume service environment.
• Ability to handle inbound calls efficiently while maintaining accuracy, professionalism, and attention to detail.
• Strong verbal and written communication skills with the ability to explain complex information in a clear and helpful manner.
• Proven problem-solving skills and the ability to research issues, document findings, and follow through to completion.
• Comfort working with multiple systems, entering and updating records, and maintaining accurate customer notes.
• Ability to manage challenging conversations calmly and use sound judgment in escalating issues when necessary.
• Ability to work one of the following schedules: 7:00 AM to 4:00 PM or 9:00 AM to 6:00 PM.
• Flexibility to work occasional Saturdays and additional hours during peak enrollment periods.
• Willingness to learn benefits administration processes, service guidelines, and internal policies and procedures.
• Bilingual candidates are strongly encouraged to apply. Spanish-English bilingual skills are highly valued and may be beneficial when assisting a diverse customer base.
Compensation
$22.00-$25.00 HourlyAbout Us
TalentMatch®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use and Privacy Notice.
