New Employee Advocates (Customer Service Rep) Job in King Of Prussia, PA!
Position Title: Employee Advocates (Customer Service Rep)

Position Number: 341839

Location: King Of Prussia, PA 19406

Position Type: Long Term Contract

Required Skill Set:

Call Center, Computer Literacy, Computer Operator, Customer Service

Position Description:

**C2C is not available**
**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.**
Job Title: Employee Advocate (Customer Service Rep)
Duration: Till February / March 2021 - Next class starts 8/24
Training: Mon - Fri 9am - 5:30pm
Shifts: Mon - Fri 11:30am - 8pm
Location: King of Prussia, PA 19406 - Role will start Remote, but need to be able to work at this location when office reopens
Pay Rate: $17/hr

Job Description:

As a team member of the Call Center, the Employee Advocate (EA) is responsible for the direct communications with our clients'' employee population. The EA works in partnership with other members of the Benefits Administration team to ensure that client expectations are met in the area of verbal and written responses and customer support. Specifically, the EA provides support to our clients'' employees through inbound and outbound calls, composing and responding to email, and returning voicemail. In addition, the EA provides support through projects for the Benefits Administration teams.



ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

• Responsible for answering inbound/outbound calls related to Health & Welfare approximately 85% of the work day;

• Follow-up on calls that need additional assistance or have been escalated to Tier 2 or 3;

• Using available resources (call center worker instructions, Knowledge System and other client process materials), research and identify required information to resolve customer inquiries;

• Identify and escalate issues that may affect the quality of service, cause technical challenges or place clients SLA''s at risk;

• Partner with internal team members to ensure that requests are handled appropriately and in a timely manner;

• Route calls to the appropriate carriers as required by client specific process;

• Use sound judgment, escalate issues as needed;

• Recognize, document and communicate reoccurring problems and/or trends, as appropriate;

• Participate in all client specific, Open Enrollment (OE) and on-going events and training sessions organized by the training department such as meetings, mentoring, peer feedback and Trion University;

• Participate in reviews of processes and procedures creating efficiencies and best practices;

• Perform other duties or special projects as assigned.



REQUIRED EDUCATION AND EXPERIENCE:

• High school diploma or GED equivalency is required, college degree preferred;

• Minimum of 1 year demonstrated experience within a customer service or call center capacity;

• Related exposure to employee benefit plans is preferred;

• Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred;

• Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook is required.



KNOWLEDGE, SKILLS AND ABILITIES

• Strong organizational, analytical skills and strong attention to detail;

• Excellent troubleshooting, decision making and problem solving skills;

• Solid interpersonal, verbal and written communication skills;

• Ability to work well independently and as a team member;

• Ability to multitask and successfully operate in a fast-paced work environment;

• Ability to prioritize projects and meet deadlines;

• Ability to follow through on and successfully execute tasks while adhering to specified quality standards;

• Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;

• Proficiency in Microsoft Office Suite, including MS Word and Excel;

• Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management;

• Aptitude for learning internal systems, applications and internal work flow of the department;

• Must be able to effectively interact with people at all levels inside and outside of the company.



PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is:

o Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;

o Occasionally required to stand and walk;

o Extensive use of computer and keyboard and viewing of computer screen is required;

o Specific vision abilities required by this job include vision, and ability to adjust focus.

• Other working conditions are normal for an office environment.


     
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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)
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