Benefits Supervisor

About the Company EPAY Systems, a Vensure Employer Solutions company, is a leading SaaS provider of human capital management technology and services designed to help small to enterprise businesses better manage their workforce. Our solutions include recruiting and applicant tracking, new hire onboarding, benefits administration, HR management, time tracking, workforce management, payroll processing, tax management, performance management, ACA reporting, COBRA administration, and more. Notable clients of EPAY include organizations such as the US Army, FOX Studios, Disney Studios, ABN Network, CSI, Harvard University, and ISS Group, among others. To know more about us, visit us at www.epaysystems.com. Position Summary This position is responsible of guaranteeing the good client service, assisting the Administration team with calls, emails and live chat. They will be contacting clients, employees and carriers. Giving information about their current benefits and helping them through plan setup and coverage continuity. Contacting carriers to solve issues with employee benefits and active plans.
Essential Job Functions: 
Answering and responding to inbound escalated calls Responding to escalated emails and live chat inquiries Troubleshoot and research to resolve requests Resolve complaints and issues Escalate issues to supervisors and managers Use the internal knowledgebase to quickly answer inquiries 
Knowledge, Skills, and Abilities: 
Knowledge of customer service best practices Skilled in documentation and note-taking during calls Excellent data entry skills Empathetic and personable call demeanor Proficient English writing skills Work well under pressure and with various personalities 
Education and Experience: 
Minimum 4 years of experience working in a professional office environment. Previous experience in customer service, a call center, PEO, payroll, taxes, benefits, human resources or equivalent is a bonus. 4-year college degree or equivalent work experience. Equivalent combination of education and experience may be substituted in lieu of degree.
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