Insperity · 1 month ago
Contact Center Specialist
Kingwood, TX
Full-time
Onsite
Mid Level
3+ years expInsperity is a leading provider of scalable HR solutions with over 90 locations across the U.S. The Contact Center Specialist role involves supporting client service needs, handling inquiries, and ensuring customer satisfaction while maintaining compliance with regulations.
Enterprise SoftwareHuman ResourcesService Industry
Responsibilities
Maintains Insperity customer service standards to ensure customer satisfaction
Serves as the primary point of contact for clients and worksite employees relative to their personal health benefits, web support, employment verification, and Section 125
Maintains the expected Insperity service quality and achieves consistent productivity levels according to established KPI metrics
Determines client or worksite employee needs and engages in a way that personalizes the experience for the worksite employee
Ensures correct correlation between inquiry and solution and providing accurate information
Documents, forwards, as needed, and follows up on issues requiring supplemental resolution support
Supports accurate documentation in Salesforce of all participant interactions, including calls, chats, emails and issue resolutions, as directed by Contact Center Leadership
Follows all rules and regulations as professionally applies to HIPAA and maintains compliance with training requirements regarding HIPAA regulations
Maintains compliance with all employee/employer regulations as required
Uses sound troubleshooting skills, coordinates with appropriate resources, and works to resolve customer issues promptly and efficiently
Implements feedback and coaching to enhance customer service skills
Provides support to other inbound queues as required, based on volume
Ensures compliance with expectations of the role as defined by KPI, QA, and Training
Maintains comprehensive knowledge of all health-related plans offered by Insperity, including dental, vision, and flexible spending accounts, as well as a high-level understanding of how the health savings account works
Exhibits expertise knowledge of leave and disability plans, CIGNA Life Insurance options, and FMLA as it is associated with health benefits
Maintains comprehensive knowledge of COBRA and the associated components of the plan, including payment and processing
Demonstrates comprehensive knowledge of eligibility, open enrollment, and qualifying events
Provides level-one support for clients and employees for benefit-related questions
Responds to incoming calls and emails for health benefits-related questions from clients, worksite employees, and internal customers
Coordinates with the Contact Center escalation team to resolve external or internal customer issues that require further research. Ensures the customer is aware that the issue requires escalation and communicates the resolution to the customer
Provides feedback to management regarding potential trends related to reported benefits issues
Demonstrates a high-level understanding of retirement plans and comprehensive knowledge of the retirement plan products offered by Insperity
Maintains a high-level understanding of IRS rules and regulations governing retirement plans. Examples include annual contribution limits, loan limitations, and distribution rules
Supports participants with all facets of the enrollment experience, including navigating the Retirement Service Center (RSC) and utilizing the online tools and calculators
Assist participants with post-enrollment account inquiries, including adjusting contribution rates or investments through the RSC, rolling money into their 401k, requesting a loan or hardship distribution, and explaining the difference between loans and hardship distributions
Provides level-one support for internal and external clients and worksite employees regarding 401k-related questions via phone, email, and chat
Coordinates with the 401k Core team to resolve external or internal customer issues that require further research. Ensures the customer knows the issue requires escalation and communicates the resolution to client/worksite employees
Ensures a high level of proficiency in 401(k) annual compliance testing and procedures
Assists client and worksite employees with level one service requests or escalates through proper escalation procedures according to priority
Assists callers in establishing accounts and resetting passwords
Identifies user-level access to troubleshooting issues for role-based access
Identifies and troubleshoots issues based on browser settings, browser types, computer settings, and type of computer
Provide feedback to management regarding potential trends related to web-based services
Provide general verification of employment information
Assists in the accomplishment of Insperity Company goals
Helps other employees to accomplish Insperity Company goals
Performs other duties as may be assigned by the department supervisor
Participates in the Disaster Recovery plan as required
Qualification
Required
High School Diploma or equivalent is required
Three to five years of experience in contact center environment is required
Proficiency with Word, Outlook, and Excel and demonstrated ability to learn other software application programs as needed
Experienced in handling high call volume in an efficient and timely manner
Demonstrates excellent verbal and written communication, interpersonal and customer service skills with strong organizational abilities
Strong problem-solving skills
Demonstrated skills in communicating effectively, using tact and discretion, developing interpersonal relationships, and ability to collaborate with a team
Preferred
Two years of experience in defined field or skillset preferred
Benefits
Generous paid time off
Top-tier medical, dental and vision benefits
Health & wellness support
Paid volunteer hours
Company
Insperity
Insperity (formerly Administaff), a trusted advisor to America’s best businesses for more than 25 years, provides an array of human
1001-5000 employees
H1B Sponsorship
Insperity has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (28)
2023 (20)
2022 (13)
2021 (26)
2020 (28)
Funding
Current Stage
Public CompanyTotal Funding
unknown2003-01-10IPO
Leadership Team
Steve Arizpe
President and Chief Operating Officer
Ross Astramecki
Sr. Vice President, Sales
Recent News
2025-11-14
2025-11-04
Company data provided by crunchbase