Customer Experience Associate
Diversified Benefit Services, Inc. is hiring 6-8 Customer Experience Associates! The Customer Support Specialist is responsible for interacting with customers via telephone or email to address inquiries and resolve concerns regarding Diversified Benefit Services, Inc. products and services. This position has steady customer contact and interacts across multiple departments on a daily basis.
This person will work in our Hartland, WI office on a fulltime basis, and after six months in the role and successful completion of training program, the position then pivots to hybrid (1 day remote and 4 in office)
Responsibilities Include:
- Manage a high volume of calls in a timely and effective manner
- Establish rapport and trust with all customers, ensuring a high quality and meaningful experience is provided with every interaction
- Learn and maintain current and ongoing benefit plan knowledge at a level of proficiency to resolve inquiries and effectively apply claims processing procedures
- Communicate professionally on the phone with benefit plan participants
- Educate participants, resolve claim issues and professionally de-escalate challenging participant calls
- Enter benefit plan enrollments
- Master software programs utilized for claim entry
- Work effectively with varied levels of personnel and a diverse group of participants
- Strong attention to detail and a high level of accuracy in work
- Good listening skills and ability to work with benefit plan participants over the phone
- Team player who demonstrates patience and positivity
- Possess proficient data entry and keyboarding skills
- Strong verbal and written communication skills
- Previous experience in a claims processing or insurance environment is a plus
