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Customer Service Assistant

Location : Florence, MA
Job Type : Temp/Contract to Direct
Hours : Full Time
Travel : No
Relocation : No

Job Description :


  • Field incoming emails and phone calls with courteousness, professionalism, and accuracy.

  • Provide first-tier technical support (password resets, website help etc.) as well as assist participants with account management questions.

  • Provide excellent customer service with an ability to be knowledgeable, patient, compassionate and resourceful.

  • Evaluate, troubleshoot, and follow-up on participant and client issues while documenting all interactions and expediting issues to appropriate team members when necessary.

  • Process daily transactions and changes promptly and accurately.

  • Work with the new customer on-boarding team to balance the work flow

  • Answer and return all inquiries in a timely manner.

  • Understand and apply all confidentiality guidelines.

  • Continually gain knowledge of relative compliance topics and better understanding of our products, services, systems and processes; their features and functionality.

  • Generate customer satisfaction and build long term relationships.



Required Qualifications :


  • 2 to 3 years of customers service experience required

  • 1 to 3 years of benefits administration preferred

  • Acute attention to detail

  • Ability to multi-task

  • Computer proficiency required including, MS Office applications.

  • Requires ability to work as part of a cross functional team and to interact with all levels of the organization, including senior management and operations.

  • Excellent communication skills both verbal and written.

  • Excellent organizational and analytical skills

  • Reconciliation capabilities

  • Ability to handle stressful situations with professional demeanor

  • Able to take initiative but question when unsure

  • Ability to prioritize


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