Military Spouse Connection Jobs

The Role

• Provide role model leadership for Customer Service Representatives

• Ensure schedules are communicated and performed accordingly by CSRs

• Ensure established practices and work processes, tools and methodologies are being utilized

• Coordinate staffing with various Service Center Managers

• Assist in training and developing associates in the Customer Service Center

• Foster teamwork, positive morale, and open communication

• Handle client escalations as directed/needed

• Handle participant interactions as necessary during periods of high call volume

• Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans

• Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs

• Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up

• Research participant questions and plan issues

• Maintain complete and accurate call and case notes

• Work closely with other customer service representatives and client representatives

• Complete special projects as needed

• Communicate on a proactive basis

• Participate in team meetings and training and may participate in client status meetings

• Read and understand the client's plan documents, amendments and online knowledge base tools, etc.

• Participate in development of knowledge base tools and client implementation

• Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals

• Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion

• Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team

• Perform other duties as assigned

The Requirements

• 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required

• Associates or Bachelor's a plus

• Experience working in a global company/ matrixed environment

• Strong interpersonal skills

• Demonstrate strong written and verbal communication and time management skills

• Ability and desire to encourage professional development of associates

• Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time

• Strong attention to detail and excellent organizational skills

• Ability to communicate policies and procedures and ensure compliance

• Ability to work a flexible work schedule and be punctual to work

• Ability to successfully work in a team environment

WTW is an Equal Opportunity Employer