Empyrean · 21 hours ago
CLIENT SERVICE REP I
Houston, TX
Full-time
Onsite
New Grad, Entry Level
0+ years expEmpyrean is a company focused on providing high-quality client and member-focused service. The Client Service Representative I role involves answering questions, resolving issues, and educating clients and members through various communication channels while maintaining professional standards.
ComplianceEmployee BenefitsHuman ResourcesSoftwareWellness
Responsibilities
Answer questions and resolve issues based on phone calls, emails, internet inquiries from participants, clients and others while maintaining consistent quality in accordance with the quality score guide
Research and respond to enrollment issues
Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client
Receive, distribute and/or own tasks including resolution and appropriate customer support
Effectively document and track contacts with participants, clients, and vendors
Ensure all interactions with customers (both internal and external) are professional and courteous
Escalate appropriate referrals, complaints, grievances, and appeals according to client requirements
Educate participants, clients, and others on self-service options
Assist in the preparation of daily, weekly or monthly reports
Update member data including dependents, change of addresses, etc., ensuring data integrity
Complete tasks, generate letters and file associated paperwork
Effectively interact with all team members for the purpose of resolving participants' or clients' needs
Perform other duties as assigned
Generate reports and complete projects in conjunction with Team or Client Services
Complete team functions—such as mail, photocopying, etc
Attend Client Culture days as requested
Receive and resolve participant questions in coordination with other team members
Qualification
Required
Must be able to comply with Company attendance standards as described in established guidelines
Ability to work any shift between 7:00 am – 7:00 pm, Monday through Friday
Ability to work well with others as part of a Team, excellent verbal communication, written skills, and interpersonal skills
Must possess excellent telephone manner, well-modulated voice, and capability to work under stressful situations to ensure excellent customer service
Capacity to read and comprehend a variety of documents, follow instructions, learn and understand client-specific rules, and health and welfare federal and state laws and mandates
Ability to balance participant, client, and/or vendor demands with the needs of the business and effectively resolve participant, client or vendor issues with an empathetic attitude
Ability to adapt to change and have the ability to comprehend and keep abreast of information pertinent to the job such as Knowledge Base updates
Ability to demonstrate good listening, written, and verbal communication skills
Possess strong problem-solving skills to sufficiently handle and resolve routine participant, client and/or vendor inquiries
Must have good organizational skills with a keen eye for accuracy and attention to detail
Ability to initiate searches in Knowledge Base and related documents
Must demonstrate and maintain an extremely high regard for sensitive information
Ability to learn a variety of software and procedural information as well as the various computer systems supported
Ability to operate and is proficient with PC equipment utilizing specified software packages and other programs and functions
Must be able to successfully complete initial and ongoing training (classroom, online, and/or on-the-job) and keeps current and proficient on knowledge, information, and equipment that is pertinent to the job
Working knowledge of Microsoft Office Suite (Excel, Word, and Outlook) and Internet Explorer
Ability to type and/or use a computer keyboard with sufficient speed (minimum of 21 WPM) and accuracy to perform the duties of the job
Preferred
6 months of customer service experience preferred
Company
Empyrean
Established in 2006, Empyrean is a leading technology SaaS company empowering organizations with innovative technology and a service-first approach that accelerates employers’ benefits and employee retention strategies.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$52.99MKey Investors
FTV Capital
2019-11-25Acquired
2015-04-10Series Unknown· $10M
2013-02-27Series Unknown· $41.19M
Leadership Team
Kelly Clark
Chief Information & Technology Officer
Recent News
2024-01-20
Company data provided by crunchbase