Customer Support Rep, Lead

Job Title: Customer Support Representative - Lead

Industry: Insurance

Duration: DH

Hours: Monday – Friday; 7:30AM-5PM

Location: Honolulu, HI

Parking: Provided

Pay Rate: $23.00/Hour

Bill Rate: $8,611.20 Direct Hire

This company was founded in 1993, with the focus to serve our clients by offering technology-driven third-party administrator services. Through the years this company has bult its reputation as the leading innovator in employee benefit administration technology solutions. Today this company remains the leader in TPA services, Benefit Administration, UTH Administration, and Compliance Administration serving Honolulu, Hawaii and California.

Description:

The Customer Support Lead assists the Customer Support Manager by ensuring all areas of the customer support department run efficiently. This position provides support, assistance, and advice to the Customer Support team by troubleshooting, interpreting and resolving problems. The CS Manager and Supervisor rely on the CS Lead to not only provide support, but to report and/all possible training issues or areas of concern out on the floor.

Requirements:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Acts as primary contact for questions, updates, and issues from CSR(s).

• Provides guidance and direction in person, via e-mail, or over the telephone to CSR(s).

• Maintains Departmental Mailboxes in an efficient and timely manner.

• Communicates with Customer Support team changes to plans and updates on issues as needed.

• Provides coaching and assistance as needed in all aspects of CSR duties.

• Monitors queue activity and refers efficiency feedback and unresolved system issues to management.

• Assists in queue as needed.

• Provides back-up support for callbacks.

• Responds to 1^st level escalated calls.

• Conducts on-going informal training when necessary.

Knowledge, Skills, & Abilities:

• Ability to provide effective leadership in all aspects of position.

• Excellent written and verbal communication skills.

• Must be dependable and maintain excellent attendance.

• Strong analytical skills and problem-solving skills.

• Subject-matter expert within field.

• Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.

• Ability to grow with changing demands of the position and the company.

• Strong computer skills, including Word, Excel, Outlook, and Power Point.

• COBRA/FSA/Eligibility Experience Preferred

• Genesys Cloud (formally known as PureCloud) Phone system- Preferred

• Bright Metrics-A Plus

• Experience with Troubleshooting (Soft / Hardware, reloading issues) Super Plus

• Ability to self-train and learn new concepts, software and implement -A Plus

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

****Background and Work reference checks required****

Education and/or Experience:

Minimum of four years’ experience as a Customer Support Representative.

Language Skills:

Ability to read, speak, and write effectively in English. Ability to interpret documents such as safety rules, memos, letters, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization. Ability to effectively address or resolve customer service issues within guidelines of the position.

Mathematical Skills:

Ability to add and subtract, multiply and divide with 10's and 100's.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations:

n/a

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Dress Code: Business Casual

ID# 1657663

All offers are contingent upon the successful completion of background and reference checks. In addition, the following health screens are required:

• Must show proof of being fully vaccinated against COVID-19 unless a reasonable accommodation is approved. If partially vaccinated, or approved for a vaccine exemption, employees must comply by submitting weekly negative test results from an approved COVID-19 test (PCR or NAAT).

Interested Applicants: Please visit us online at www.staffingsolutionsofhawaii.com to view additional positions. Applications will only be reviewed for applicants currently living in the state of Hawaii and who are available for an interview with Staffing Solutions. #SSOH

Why work with Staffing Solutions of Hawaii:

• We are a local, award winning, and growing privately owned agency in business for 25 years

• Employees enjoy competitive pay, stimulating careers, and excellent growth opportunities!

• We have over 120 job positions including full-time, part-time, and internship opportunities inclusive with medical benefits options

• We partner with 100+ organizations in Hawaii, such as Kaiser Permanente, Bank of Hawaii, Hawaiian Airlines, Hilton Grand Vacations, KHON 2 News and many more!

We are proud to be an Equal Employment Opportunity and Affirmative Action employer, including females, minorities, protected Veterans and those with disability.