Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) provides day-to-day support to clients and internal teams by resolving benefits-related inquiries, coordinating with insurance carriers, and ensuring timely, accurate service delivery. This role is client-facing, detail-oriented, and critical to maintaining a high-quality client experience.

The CSR does not own client strategy or renewals but plays a key role in supporting account management and ensuring issues are resolved efficiently and professionally.

Client Support

• Serve as a primary point of contact for routine client service requests
• Respond to client inquiries related to benefits coverage, eligibility, billing, ID cards, additions, terminations, & COBRA
• Provide clear, professional communication to clients via phone and email

Carrier & Vendor Coordination

• Liaise with insurance carriers and vendors to resolve client issues
• Follow up on open cases to ensure timely resolution
• Escalate complex issues appropriately

Internal Support

• Support Account Managers, Enrollment Specialists, and Processing teams with administrative and service-related tasks
• Document all client interactions and resolutions accurately in agency systems
• Assist with onboarding and offboarding tasks as needed

Accuracy & Compliance

• Maintain accurate records and documentation
• Ensure all service requests are completed in accordance with agency procedures and carrier requirements

Performance Expectations

• Timely resolution of client service requests
• High level of accuracy and attention to detail
• Professional, empathetic client communication
• Effective follow-up and task completion
• Positive collaboration with internal team members

Core Duties

• Respond to client inquiries (eligibility, billing, ID cards, basic claims)
• Coordinate with carriers to resolve routine issues
• Track and follow up on open service items
• Document all activity in agency systems
• Support Account Managers and Processing teams

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted. Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.