WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. They are seeking a motivated Customer Service Representative to manage customer relationships and provide a great customer experience in a high-volume environment.
Responsibilities
- Listen, assess, and understand client needs and questions using a consultative approach
- Finalize the participant's application through a structured process
- Accurately track and report outbound contact attempts and identify possible trends
- Follow all compliance regulations for service and application inquiries
- Identify the root cause of issues and effectively communicate solutions to participants
- Effectively and empathetically assists participants over the phone
- Works effectively in multiple internal systems to solve problems
- Show patience and kindness to deescalate concerned callers
- Ensure internal and external service levels are met in a timely and high-quality manner
- Receive direction and coaching to improve performance
- Other duties as assigned
Skills
- Technical proficiency: the ability to manage multiple open computer windows, use Microsoft Office, and learn new computer systems
- Ability to read, analyze, and interpret documents and detailed correspondence, procedure manuals, and applications
- Must be able to complete a paid intensive training program and pass a final test; training covers computer systems, Medicare, enrollment, fundamentals of a Health Reimbursement Account (HRA), compliance regulations, and application processes
- High school diploma or equivalent required
- Ability to work varying shifts/hours/days
- Mandatory overtime may be required
- Distraction-Free Environment - All applicants will be required to have a separate confidential and distraction-free workspace so you can focus on delivering excellent customer service to our participants
- Internet - The applicant will secure and be responsible for paying their own internet expenses including a minimum upload speed 10 MB/s, and a minimum download speed 100 MB/s
- You will be required to have a personal smart phone or other device able to authenticate to a Virtual Private Network (available via application download)
- Proven success in customer service and/or consultative sales environment preferred
Benefits
- Eligible for OT when required during peak season
- Remote work opportunity (eligibility requirements to work from home must be met)
- Eligible for the WTW 401(k) Savings Plan
- Employee Assistance Program (EAP)
- Commuter Accounts program
- Any other benefits required by law
- Equipment provided!
Company Overview
WTW is an advisory company that provides insight-led solutions in the areas of people, risk, and capital. It was founded in 1950, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.wtwco.com.