CSR - Customer Service Representative

Company Overview

Activus Connect is a global leader in Customer Care and outsourced solutions, dedicated to delivering exceptional customer experiences. Our success is driven by our amazing Customer Experience Ambassadors who work remotely across the US.

Summary

We are seeking a dedicated and knowledgeable customer service representative to join our team and provide exceptional customer service and support regarding employee benefits, 401K plans, and payroll inquiries, and other benefit and time off related inquiries. The ideal candidate should possess excellent communication skills, a strong attention to detail, and a solid understanding of benefits administration and payroll processes. This role involves addressing customer queries, resolving concerns, and assisting employees with accurate information to ensure their overall satisfaction.

Responsibilities:

• Customer Support: Serve as the first point of contact for employees' inquiries related to benefits, 401K plans, and payroll matters, health insurance, or supplemental insurance plans as needed through inbound calls.
• Issue Resolution: Identify and troubleshoot employees' concerns and issues, providing efficient solutions or escalating complex matters to appropriate internal departments.
• Documentation: Maintain detailed and organized records of all interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
• Education and Guidance: Offer guidance and explanations to employees on benefit enrollment processes, retirement planning, investment options, and any updates to payroll policies.
• Policy Knowledge: Stay updated on company policies, industry regulations, and compliance requirements to provide accurate information and ensure consistent service quality.

Qualifications:

• High school diploma or equivalent is required.
• Proven experience in a customer service or call center role, ideally with a focus on employee benefits, 401K plans, or payroll inquiries.
• Strong interpersonal and communication skills, with the ability to explain complex concepts in a clear and understandable manner.
• Familiarity with benefits administration platforms, retirement plans, and payroll systems is highly desirable.
• Exceptional problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
• Detail-oriented with excellent organizational and multitasking abilities.
• Availability to work flexible shifts, based on call center needs.
• Demonstrated commitment to delivering outstanding customer experiences.

Activus Connect is only hiring for this role within the United States at this time.

Pay Rate:

• $15.25 per hour during training
• $17.00 per hour once you reach production

Benefits:

• Paid time off
• Community time
• Referral program
• Dental and Vision Insurance
• Health Insurance
• Completely remote work

Technical Requirements:

You will need to have your own equipment for this position as outlined below:

• 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 8GB RAM
• 256 GB SSD
• You must have administrator access on the computer you are using.
• Windows 11 OS
• 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.
• VPN's 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.)

Job Type: Full-time

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Shift:

• 8 hour shift

Work Location: Remote

Salary : $15 - $17