[Hiring] Client Services Representative @Baker Tilly

Role Description

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.

• 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 education 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.

Requirements

• 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.