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Customer Service Representative in Waltham, MA at Vaco

Date Posted: 10/25/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Waltham, MA
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    10/25/2018
  • Job ID:
    963988

Job Description

MAJOR RESPONSIBILITIES:

  • Provides outstanding service to customers (employer groups)
  • Accomplishes organizational mission by achieving results.
  • Enrolls new enrollees, makes updates to existing employees and terminates employees.
  • Sets up new employers and makes updates to employers per standard documents received form employers.
  • Provides confirmation to employers of changes made.
  • Processes renewals and communicates to employers about renewals.
  • Develops a deep understanding of the WCA system, processes, products, customer plans, etc.
  • Uses a consultative model when responding to customers inquiries and addressing customer issues
  • Provide WCA system training to customers.
  • Maintains and improves quality results by adhering to standards and guidelines; recommends process improvements.
  • Performs required work according to area processes, including but not limited to Service Level Agreements and client agreements as it relates to customers.
  • Provides support to customers for new hires/terminations, payroll files, system access and use, and as needed
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities.

EDUCATION/EXPERIENCE:

  • Bachelor's degree or equivalent education and/or work experience preferred.

SKILLS/KNOWLEDGE:

  • Minimum 1-3 years Customer Service experience required.
  • Proficient in MS Office programs, including: Outlook, Word, and Excel
  • Customer service experience in highly regulated markets such as financial services, investment management, or healthcare required. Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise.
  • Excellent oral and written communication skills.
  • Experience in customer service for consumer directed healthcare services, specifically support for Health Savings Accounts, Health Reimbursement Accounts, Flexible Savings Accounts and Wellness Incentive Programs preferred.
  • Experience using ticketing systems such as TeamSupport