Temporary Client Services Representative
We are looking to hire a temporary Client Services Representative to support our Benefits Administration team. This position will begin in September and run through March 2027.
Responsibilities:
- Support large volumes of inbound and outbound contacts promptly.
- Identify customer needs, clarify information, research issues and provide next steps and solutions.
- Keep detailed records of contacts in the agent ticketing system.
- Maintain ownership of contact experience and resolution for assigned casework.
- Follow compliance guidelines and reference job aides when addressing varying topics.
- Accurately and actively utilize the ticketing process to collaborate with team members and resolve assigned cases.
- Maintain awareness of client updates, policy or procedure changes
- Ability to meet or exceed established goals for both internal call monitoring audits, contact metrics, and client satisfaction surveys.
- Project a professional attitude and positive image.
- Build sustainable relationships with internal service partners.
- Complete educational seminars to enhance knowledge, performance and maintain continuing educations requirements.
- Demonstrate strong soft skills, including active listening, empathy, and adaptability. Anticipate customer needs and tailor responses accordingly.
- Adhere to attendance and punctuality standards.
- Adapt to change and meet the changing demands of the work environment.
- Assist other department personnel as needed due to fluctuating workloads.
- Compliance with HIPAA regulations and all Baker Tilly Vantagen guidelines.
Qualifications:
- High School diploma required, associate's degree preferred.
- 2 years of customer service experience with high level of customer engagement in lieu of associate's degree.
- A basic understanding of health insurance terminology is preferred.
- Ability to effectively work in a remote contact center environment.
- Strong data entry skills and proficiency in the use of a PC, including use of multiple applications simultaneously.
- A hard-wired ethernet connection is required high- speed WIFI with consistent minimum download speeds of 100 mbps and upload speeds of 10 mbps. Live demonstration of this may be required.
- Ability to work in high pressure environment and deal effectively with all customers including strong de-escalation skills.
- Commitment to high quality service.
- Excellent oral & written communication skills.
- Ability to locate and interpret complex information from a variety of data sources.
- Ability to work in a fast-paced production and quality environment to meet required standards
- Ability to work a flexible 8.5-hour shift based on business needs. Scheduled work hours may vary from day to day, and employees will be notified of schedule changes in advance.
- Shift start times may be as early as 8:00 a.m. Eastern Time (ET), and some shifts may begin later in the day and end as late as 8:00 p.m. ET. Candidates must be able to accommodate varying schedules within these operating hours.
- Ability to follow scripts, procedures, client-specific guidelines, and compliance requirements.
- Understanding of confidentiality expectations, including handling sensitive personal and health-related information.
The pay rate range for this job position is $15.97 to $41.00. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant's skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.
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