Customer Service Representative
Position Summary
The Customer Service Representative is responsible for fielding inbound telephone calls, and email requests in a fast paced, dynamic environment with a focus on delivering superior customer service to our members.
Position Details:
- Full time, 40 hours per week, 6:30 am – 3:00 pm, Monday through Thursday and 6:30 am – 2:30 pm Fridays.
- Location – San Ramon, CA. with some work from home subject to business needs. Anticipate 3 days in office, 2 days from home.
- Compensation: Hourly pay plus benefits for full time employees: Medical, Dental, 401k, HSA/FSA, Life and Disability Insurance
Essential Duties and Responsibilities:
- Answer calls professionally
- Respond to customer inquiries
- Research required information using available resources
- Handle and resolve customer complaints in partnership with manager
- Provide customers with membership and membership services support
- Provide customers with certification and 90% registration support
- Enter customer information as applicable
- Process orders, membership forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Complete call logs
- Produce call reports
- Provide support on projects as needed
- Perform other duties as needed
- One week travel per year for trade show.
Minimal Requirements:
- Minimum 1-2 years of recent customer service experience
- Friendly, patient and professional phone demeanor
- Must have strong work ethic and professional integrity
- Excellent troubleshooting and problem solving skills
- Self-motivated, ability to work independently
- Dependable with the ability to work in a dynamic environment with fluctuations in workload
- Ability to manage multiple priorities and deliverables
- Excellent verbal communication skills
- Excellent writing skills, able to quickly compose clear and concise answers
- Experience with Microsoft Excel, Word, Outlook, and PowerPoint required
Bonus Qualifications:
- Experience in benefit plan administration, payment card or retail health care industry preferred
- Call center experience preferred
- End user experience with web based query and reporting tools preferred
About the Company
The Special Interest Group for IIAS Standards (SIGIS) is a non-profit, membership corporation, that is responsible for the development and management of an industry standard to meet IRS requirements for operating an inventory information approval system (an "IIAS").
The SIGIS IIAS standards enable a broad range of participants in health benefit payment card transactions to implement consistent systems and processes for transaction processing and data retention. These companies include manufacturers, retailers, acquirer processors, payment card networks, issuer processors, and third-party benefit plan administrators.
Based in California, SIGIS provides a range of services to its membership with a focus on standards based industry solutions to support merchant acceptance of health benefit cards. SIGIS seeks to be a resource to its members on the changing regulatory landscape through communications, educational outreach and member support programs.
Job Type: Full-time
Pay: $30.00 - $32.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Education:
- High school or equivalent (Required)
Experience:
- Call center: 1 year (Required)
Work Location: In person