Customer Support Specialist – Benefits

Customer Support Specialist – Benefits

Requirements

• 6+ years of work experience in a customer/client-facing role
• 1 year of experience working with benefits concepts and practices
• Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
• Excellent at time management, organization, and prioritizing tasks
• Experience with Zendesk, JIRA, Talkdesk or related tools

Responsibilities

• Take ownership of customer benefits issues from start to finish, in areas including but not limited to Medical, Dental, Vision, Retirement, Life Insurance, Disability Insurance, HSA and FSA, Commuter benefits, and other wellness perks
• Build mental muscle and become a benefits subject matter expert in the benefits tools within Justworks – you’ll be a go to resource for both customers and coworkers
• Answer inquiries on phone, tickets, and chat to help our customers optimize Justworks to administer group health and welfare plans and other benefits and perks
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules
• Manage a queue of open issues to deliver timely and effective solutions
• Display a high level of professionalism and compassion when working with each customer on sensitive matters
• Leverage chat functionality to help our customers optimize Justworks to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Leaves Administration, Disability Insurance, and Commuter Benefits. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws
• Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities
• Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement
• Perform other related duties as assigned

Preferred Qualifications

• Curiosity and an aptitude for learning new things and understanding how and why things work
• Spanish language capability, or other second language at business conversation level, a plus