Customer Support Specialist, Benefits

What You Will Work On

• Take ownership of customer benefits issues from start to finish, in areas including but not limited to Medical, Dental, Vision, Retirement, Life Insurance, Disability Insurance, HSA and FSA, Commuter benefits, and other wellness perks.
• Build mental muscle and become a benefits subject matter expert in the benefits tools within Justworks - you'll be a go to resource for both customers and coworkers.
• Answer inquiries on phone, tickets, and chat to help our customers optimize Justworks to administer group health and welfare plans and other benefits and perks.
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules.
• Manage a queue of open issues to deliver timely and effective solutions.
• Display a high level of professionalism and compassion when working with each customer on sensitive matters.
• Leverage chat functionality to help our customers optimize Justworks to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Leaves Administration, Disability Insurance, and Commuter Benefits. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws.
• Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities.
• Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement.
• Perform other related duties as assigned.

How You Will Do Your Work

As a Customer Support Specialist, Benefits, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS.

Qualifications

• Must be available to work Monday-Friday from 11am-8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street, in New York City (required).
• 6+ years of work experience in a customer/client-facing role.
• 1 year of experience working with benefits concepts and practices (required).
• A track record of operating in a time-sensitive or deadline-driven environment.
• Curiosity and an aptitude for learning new things and understanding how and why things work.
• Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms.
• Excellent at time management, organization, and prioritizing tasks.
• Experience with Zendesk, JIRA, Talkdesk or related tools.
• Certified Employee Benefits Specialist (CEBS) and/or CBP (certified benefits professional).
• Spanish language capability, or other second language at business conversation level, a plus.

Compensation

The base wage range for this position based in our New York City Office is targeted at $32.21 to $39.18 per hour.