Customer Service Representative

Job Summary

Serves as the first point of contact for worksite employees seeking assistance related to payroll, benefits and HR. Provides assistance for common system login and navigation via phone, chat and email. With an emphasis on payroll and benefits knowledge, assists clients and their worksite employees with common plan knowledge and internal processes. Provides general administrative support to the organization. Actions support Nextep’s elevate and enrich culture.

Responsibilities

• Provides support to Benefits, Payroll, and Client Services teams by responding effectively, in a timely, accurate, professional, and courteous manner to incoming client, and client employee calls, emails and chats on topics related to HR system navigation and basic payroll and benefits inquiries.
• Transfers calls with care to Nextep’s advanced subject matter experts, as needed.
• Helps to resolve customer inquiries with a sense of urgency while providing accurate information in a friendly and professional manner.
• Uses good listening, patience and communication skills to aid in the troubleshooting, training and resolution of obstacles the end-user is experiencing.
• Provides office administration support for the company by distributing mail and faxes, and general office administration. 
• Assist with the storage and maintenance of client information (i.e., contacts, addresses, phone numbers, policy information) within Nextep’s services platform and the overall management of the client relationship with other service team members.
• Works closely with Nextep’s vendors (carriers, Health Advocate) and promotes Nextep’s professional brand.
• Handles HR related tasks associated with new hire and termination notifications, and other cases as assigned.

• Works cases timely and ensures accurate case completion

• Performs special projects as assigned.

Education: 

• High School Diploma or equivalent required; Bachelor’s degree from a four-year college or university preferred

Experience:

• 1-3 years of customer service experience, required
• A good understanding of group insurance and terminology, preferred
• General HR or HRIS experience, preferred

Certifications/Licenses

• n/a

Required Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Abilities:

• Reasoning Ability: Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to deal with problems involving several concrete variables in many situations.
• Embraces change, possesses excellent people skills, and displays patience in customer interactions

Skills:

• Language Skills: Ability to read, analyze, and interpret field related periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and prospects.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skills: To perform this job successfully, an individual should have knowledge of primary programs used by Nextep in business operations.  This includes but is not limited to the following: Google apps; time and attendance platform; Nextep’s electronic on-boarding system; PrismHR; Salesforce.com; Microsoft Office software (Word, Excel, PowerPoint) applications; Google applications; email management systems, CRM systems and Internet applications. 

About benefits:

• 100% paid health, vision, and dental insurance for employees 
• Up to 12 weeks of paid parental leave
• 401(k) matching
• Employer paid telehealth services, including mental health resources