Customer Service Representative

Description

Job Title: Customer Service Representative

Job Type: FT Monday - Friday 11:30am - 8:00pm EST

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV.

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Customer Service Representative serves as a liaison between Flores and the participant. Following the completion of our training program, this role will be responsible for answering phone calls and emails from participants. The Customer Service Representative will work closely with the Account Management and Shared Services teams and reports to the Customer Services Manager.

What You’ll Do

• Field phone calls from clients and participants throughout the day regarding the topics below in a timely manner.

- Password reset (log in and basic website support).

- Participant Account Balances.

- Questions on debit card declines.

- How to submit a claim or election form.

- Ordering a replacement/additional card.

• Process forms and enter data related to the benefit processes below in a timely manner.

- Pay frequency entry (for standard select groups).

- Debit Card authorization form entry.

- HIPAA forms.

• Process FSA claims according to IRS guidelines in section 125.
• Process HRA claims according to individual employer plan design.
• Research and respond to claims questions.
• Provide administrative support such as filing, copying, and other duties as assigned.
• Send routine confirmation and documentation request emails and letters.
• Log/tag calls received to support excellent customer care and internal communication.
• Provide a high level of customer service to all clients and participants by creating a positive relationship with both parties.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Requirements

Who You Are

• A high school graduate/GED Recipient. A graduate of an Associate’s and/or bachelor’s degree is preferred but not required.
• Someone with at least one year of professional work experience, preferably with phone customer service experience.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• Qualified candidates possess above average analytical and problem-solving skills, and attention to detail.
• An individual that understands the value of providing a high level of customer service.

Work Environment

After successful training this person will work Monday - Friday 11:30am - 8:00pm EST. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not a