Benefits Customer Service Representative

Published: 6/14/2022

Job Description

Benefits Customer Service Representative – Remote

Pay Rate: $18.50/hour
Position Type: Contingent / Contract
Work Arrangement: Remote after initial training and onboarding
Geographic Requirement: Candidates must live within a 2-hour commute of San Diego, CA
Schedule: 32–40 hours/week depending on business needs
Busy Season: 40 hours/week, with overtime when requested
Education: High School Diploma or equivalent required

Position Overview

We are seeking a compassionate and detail-oriented Benefits Customer Service Representative to assist employees and plan participants with questions and updates related to their healthcare and pension benefits.

In this role, you will help participants navigate the benefits enrollment process, make changes to their plans, understand complex benefit information, and resolve questions or concerns. You will spend the majority of your day assisting customers by phone, with opportunities to support chat and message center services as you gain experience.

This position is ideal for someone who enjoys helping people, can explain complicated information in simple terms, and can remain professional and empathetic when handling sensitive or difficult conversations.

The position begins with training and onboarding before transitioning to a work-from-home environment. Candidates must reside within a 2-hour commute of San Diego, CA, even though the position is remote after training.

This is a contingent position, with opportunities for strong performers to continue supporting additional clients and potentially be considered for a full-time opportunity.

Key Responsibilities

Assist plan participants with benefits enrollment, changes, and questions related to health and welfare and pension plans.
Provide accurate, timely, and compassionate customer service through phone, email, instant messaging, and other channels.
Quickly establish rapport and adapt your communication style to different personalities and communication needs.
Handle difficult or sensitive customer interactions with professionalism, patience, and diplomacy.
Explain complex healthcare, benefits, pension, and plan-related information in clear and easy-to-understand language.
Review client plan documents and online knowledge resources to research and answer participant questions.
Ask appropriate questions to understand the participant's immediate needs and anticipate potential follow-up needs.
Research issues and use analytical and problem-solving skills to determine appropriate resolutions.
Follow company and client procedures, policies, and service standards.
Protect confidential medical, financial, personal, and other sensitive information in accordance with HIPAA, data privacy requirements, and company security policies.
Maintain complete and accurate call and case documentation.
Participate in team meetings, training sessions, and ongoing development activities.
Collaborate respectfully with supervisors, managers, coworkers, and other internal teams.
Work independently in a structured, virtual environment while maintaining productivity and quality standards.
Perform other duties as assigned.

Qualifications

High School Diploma or equivalent required.
Previous customer service experience required.
Excellent verbal and written communication skills in English.
Strong listening, analytical, and problem-solving abilities.
Excellent attention to detail and organizational skills.
Ability to multitask while speaking with customers and navigating multiple computer applications.
Experience using Microsoft Office.
Ability to type at least 30 words per minute.
Ability to follow detailed oral and written instructions.
Comfortable working independently in a virtual environment.
Self-motivated and able to maintain productivity while working remotely.
Ability to follow a structured schedule, including assigned work hours, breaks, and lunch periods.
Comfortable participating in online training and communicating with managers and supervisors through virtual tools.
Ability to maintain professionalism and composure when dealing with challenging customer situations.
Must reside within a 2-hour commute of San Diego, CA.

Preferred Qualifications

Experience in a call center or contact center environment.
Experience supporting employee benefits or benefits administration.
Working knowledge of health and welfare benefits.
Working knowledge of defined benefit pension plans.
Associate or Bachelor's degree.
Bilingual English/Spanish communication skills.

Ideal Candidate

The ideal candidate is a strong customer service professional who can combine empathy, accuracy, and problem-solving.

You should be comfortable spending most of your workday on the phone, researching information while speaking with customers, and explaining complicated benefits information in a way that is easy to understand.

Experience with employee benefits, healthcare, pensions, or call centers is a strong advantage, but candidates with excellent customer service skills and the ability to learn complex information may also be successful.

Work-from-Home Requirements

This position transitions to remote work following the required training and onboarding period.

Candidates must live within a 2-hour commute of San Diego, CA. This geographic requirement applies even after the position transitions to remote work.

Candidates must also meet the company's eligibility requirements for working from home and be able to participate effectively in virtual training and maintain a productive remote work environment.

During the busy season, employees should be prepared to work a 40-hour week and overtime when requested. During initial training and the off-season, weekly hours may fluctuate between 32 and 40 hours based on client needs.

Compensation & Position Details

$18.50/hour
Contingent/Contract Position
Remote after Training
Must Live Within 2 Hours of San Diego, CA
32–40 Hours/Week
Potential Full-Time Opportunity for Top Performers