[Hiring] Customer Service Representative @Activus Connect

Role Description

Be the voice to help employees understand and enroll in the benefits available through their employers - all from your home office. In this role, you’ll primarily answer incoming calls, provide clear guidance, and help people navigate important questions about their benefits and time away from work.

If you enjoy helping others, learning new information, and finding answers, this position offers meaningful customer service work with fully paid training.

What You’ll Do

• Support employees from a variety of companies, using each employer’s benefit information and procedures to provide accurate assistance.
• Answer incoming calls with professionalism, patience, and empathy.
• Help employees navigate enrollment in employer-sponsored benefits, including health, dental, and vision insurance.
• Answer questions related to flexible spending accounts, pension, and 401K.
• Assist with questions about paid time off, time-off requests, leaves of absence, and retiree health benefits.
• Explain information clearly so callers understand their options and next steps.
• Use the knowledge base, tools, and reference materials to research questions and find accurate answers.
• Navigate multiple computer systems while assisting callers and documenting interactions.
• Keep up with ongoing training and changes to benefits, processes, and client requirements.

Qualifications

• Strong customer service skills: A friendly, professional approach and a commitment to helping callers.
• Empathy and patience: The ability to support people who may be confused, frustrated, or navigating a sensitive situation.
• Basic computer proficiency: Comfort moving between applications, searching for information, and entering notes accurately.
• Multitasking skills: The ability to listen, research, and document while managing the flow of a call.
• Resourcefulness: A willingness to consult the knowledge base and available tools before turning to support chat, and to seek additional help when needed.
• Adaptability: Readiness for frequent learning, refresher training, and updates.
• Dependability: Consistent attendance and the ability to stay focused throughout the workday.

Requirements

• Previous customer service experience is preferred, especially in a call center or other phone-based role.
• Familiarity with health insurance, employee benefits, medical benefits, or other insurance-related work is a strong plus.
• Training is paid at $15.25 per hour.
• You must remain on camera throughout training.
• 100% attendance is required during training.
• You must be available to work without taking time off for at least your first 90 days in production.
• Pay increases to $17.00 per hour once you reach production and successfully certify.

Benefits

• Approximately 6–8 weeks of fully paid training to help you learn the systems, resources, and processes used in the role.

Home Office & Equipment Requirements

• This is a bring-your-own-device (BYOD) position. You must provide your own computer equipment and home office setup.
• Your workspace must be quiet and free from distractions, in a private room with a door that closes.
• Computer equipment is not provided for this role; you will need your own computer setup that meets specific requirements:
• Desktop or Laptop Computer (Tablets, Chromebooks, WinBooks, Macs, or Virtual Machines etc are not permitted)
• Processor: i5 or newer (or Ryzen 5+) 2GHZ processing power or better
• Minimum 16GB RAM
• 256 GB SSD
• You must have administrator access on the computer you are using.
• Windows 11 OS, fully up to date.
• A reputable Antivirus software.
• High Speed Internet Access with 20MBPS Download and 20MBPS Upload or better
• You are unable to use a wireless internet connection for this position; you must be hardwired with a hardline cable or DSL connection.
• VPNs are not permitted while on the clock.
• Dual Monitors, at least 20 inch.
• Wired USB headset Plantronics Model 3310 or 3320.
• Webcam for meetings and training.
• All peripherals must be hardwired for use (keyboard, mouse, etc).
• Candidates must possess permanent, unrestricted work authorization in the United States.
• We are unable to sponsor or take over sponsorship of an employment Visa, including student-to-work visa transitions.