US Benefits Supervisor

Position Summary
This position is responsible of guaranteeing the good client service, assisting the Administration team with calls, emails and live chat. They will be contacting clients, employees and carriers. Giving information about their current benefits and helping them through plan setup and coverage continuity. Contacting carriers to solve issues with employee benefits and active plans.
Essential Job Functions:
Answering and responding to inbound escalated calls
Responding to escalated emails and live chat inquiries
Troubleshoot and research to resolve requests
Resolve complaints and issues
Escalate issues to supervisors and managers
Use the internal knowledgebase to quickly answer inquiries
Knowledge, Skills, and Abilities:
Knowledge of customer service best practices
Skilled in documentation and note-taking during calls
Excellent data entry skills
Empathetic and personable call demeanor
Proficient English writing skills
Work well under pressure and with various personalities
Education and Experience:
Minimum 10 years of experience working in a professional office environment. Previous experience in customer service, a call center, PEO, payroll, taxes, benefits, human resources or equivalent is a bonus.
4-year college degree or equivalent work experience. Equivalent combination of education and experience may be substituted in lieu of degree.
Disclaimer
The above job description is not intended to be an all-inclusive list of responsibilities and standards of the position.
Incumbents will follow any other instructions, and perform any other related duties, as assigned by the management.

Work arrangement
No