Customer Service Representative - Remote Eligible

Benefit Customer Service Representative

As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client plan participants through the enrollment process and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service on each contact. You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period). Eligibility requirements to work from home must be met. During our busy season you will be expected to work a 40 hour week and overtime when requested. During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on the needs of the client or clients you are assigned to support. This is a seasonal role, however we ask our high performers to remain with us to assist on other clients, and offer the top performers a full-time opportunity with Willis Towers Watson. All of our supervisors and many of our managers started out as seasonal colleagues – will you be one?

Key Responsibilities

• Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
• Ability to customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client's plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Regularly participate in team meetings and training
• Perform other duties as assigned

The Requirements About YOU:

You are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time. You have patience, and the ability to listen and recognize the needs of our client members. You have strong written communication skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emoji's. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message. You're comfortable in a remote working environment where the majority of your interactions with peers, supervisors, and managers is virtual. You're excited at the opportunity to start a career with a top-notch global company!

HELPING PEOPLE - NO WEEKENDS - NORMAL Business Hours

Skills Customer service, Call center, Customer support, data entry, benefits verification, Microsoft office, customer service call center, pension, inbound call, outbound calls

Top Skills Details Customer service, Call center, Customer support

Additional Skills & Qualifications

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
• Ability to work in a structured environment – adhere to posted work schedule and breaks/lunches, following protocols
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment
• Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Experience working in a customer service related field
• High School degree required
• The following are a plus:
• Associate's or Bachelor's degree
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment
• Ability to read, write and speak Spanish (for bilingual positions)

Pay and Benefits

The pay range for this position is $16.50 - $16.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Sep 10, 2025.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.