[Hiring] Benefits Service Center Specialist @Alera Group

Role Description

The Service Center Specialist provides exceptional client support and customer service through handling inquiries, resolving issues, and delivering accurate information promptly. This role serves as the primary point of contact for clients and ensures a positive client experience through professionalism, responsiveness, and expertise. The Specialist works closely with the Service Center Team Leader to achieve team objectives and uphold service quality standards.

Responsibilities

• Client Support & Issue Resolution:
  • Responds promptly and professionally to client inquiries via phone, email, or chat, resolving issues effectively and accurately.
  • Documents client interactions thoroughly in the CRM system and escalates complex issues appropriately to the Team Leader.
• Quality Assurance & Compliance:
  • Maintains adherence to service center standards, protocols, and compliance requirements.
  • Participates actively in quality assurance reviews and ongoing training sessions to ensure high-quality client interactions.
• Knowledge Management & Information Accuracy:
  • Keeps informed of product and service updates, regulatory changes, and internal procedures.
  • Provides accurate and timely information to clients, ensuring clarity and reliability in communications.
• Collaboration & Team Engagement:
  • Works collaboratively with team members and Team Leader to meet service level agreements (SLAs) and client expectations.
  • Actively participates in team meetings, training sessions, and continuous improvement initiatives.
• Operational Efficiency:
  • Efficiently manages workload and tasks, utilizing call center technologies and CRM systems to document interactions, resolve issues, and track outcomes.
  • Identifies opportunities for process improvement and efficiency enhancements.

Qualifications

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• Minimum of 1–2 years of experience in a customer service or call center environment.
• Proven experience in employee benefits claims and/or benefits account management.
• Proficiency in Microsoft Office Suite and familiarity with CRM systems.
• Strong verbal and written communication skills.

Requirements

• Hourly Range: $21.00–$22.25 hourly.

Benefits

• Eligible colleagues enjoy a comprehensive benefits package including:
• Medical, dental, and vision insurance.
• Life and disability coverage.
• 401(k).
• Generous paid time off.
• Professional development and career growth opportunities.

Work Arrangement

• This position is Remote.