Customer Support Specialist, Enrollments

What you will do

• Help customers optimize Rippling to administer group health and welfare plans, including Health, Life, Dental, Vision, Leaves Administration, and Disability Insurance
• Ensure benefit plans comply with Section 125, COBRA, HIPAA, FMLA, and city, state, and federal laws
• Become a product expert — maintain a high level of product knowledge to provide accurate information and assistance to customers and colleagues
• Take charge of customer issues from start to finish in a dynamic, fast-paced environment
• Respond promptly and professionally to customer inquiries via email, chat, or video conferencing
• Resolve product or service issues by understanding the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution
• Document and track customer interactions, transactions, comments, and complaints using the company's CRM system
• Gather customer feedback and work directly with Product and Engineering teams to share insights to help improve products and services
• Stay up-to-date with company policies, procedures, and product updates to provide accurate and consistent information
• Work well under time constraints and meet schedules, including unexpected deadlines
• Deliver exceptional service and ensure customer satisfaction by going the extra mile in every interaction

What you will need

• Bachelor's degree
• 1-4 years of customer support experience in the US benefits domain
• Extensive knowledge of employee benefits and applicable laws
• SHRM Certified Professional (SHRM-CP), Certified Employee Benefits Specialist (CEBS), or other relevant industry certification
• Demonstrated experience in problem-solving and troubleshooting a SaaS product with attention to detail
• Time management skills and ability to prioritize
• Excellent communication skills, both written and verbal (in English)
• Currently reside in a Pacific or Mountain timezone state
• Ability to work a shift between 9am to 6pm PST