Job Details

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS Rhode Island Montana California Washington State Denver, CO Illinois Maryland Massachusetts Michigan Missouri Nebraska Vermont

MST and PST timezones are preferred but not required!

Details: assist in providing information, service, and assistance related to pension and health & welfare plans. This includes taking inbound calls and working on client requests via a variety of channels. The position is responsible for special tasks and projects as assigned.

Day in the Life

Provides customer service assistance for situations regarding simple requests as defined in training. Responsible for maintaining high standards of quality and courtesy.

Routinely suggests opportunities for improvement and supports the execution of such improvements.

Utilizes system(s) and other department resources to obtain the necessary information to answer questions and provide information; documents all activity and maintains accurate records of all referrals.

Accesses the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, corrections, or other actions on the system are documented and records maintained.

Responds to webmail inquiries within delegated authority.

Initiates changes, corrections, or other actions in the system(s) within delegated authority.

Prepares reports and similar documents; ensures that information is fully researched and accurate.

Develops effective working relationships with customers, whether an external customer or an employee from another location or functional area.

Aids other Client Service Representatives and department staff; performs other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork, and forms to plan participants and sponsoring employers; assists in training new and/or temporary staff.

Maintains effective working relationships with both internal and external clients.

Additional Qualifications/Responsibilities

Must Haves

2 years of contact center experience

Experience with pension and/or medical/welfare plans

Excellent communication (both verbal and written), interpersonal, and organizational skills.

Associate degree (or above) required

Proven ability in judgment and handling angry/irate customers.

Ability to expeditiously process quality transactions and provide follow-up as necessary.

Ability to work as a team member and achieve team goals in a "client-focused" environment.

Availability to commit to evening shifts as assigned is required.

Pay Rate: Starting at $19/hour with a structured growth plan
CR1: $19/hour (typically the initial 3-4 months of onboarding and basic training)
CR2: $20/hour (Advancement after the completion of Pension/Medical training)
CR3: $21/hour (Advancement typically around 18 months)

Post-Training Schedule:

Final schedule to be assigned once training is completed

Schedule will fall within Monday - Friday 8am-8pm EST

8 hour shift + 1 hour unpaid lunch

Training:

Start Date: ASAP!

Onboarding Training: Mon-Fri 9am - 5pm (1 hour lunch) ET for 1-2 weeks.

Three additional trainings must be completed to take on the full range of calls you will assist within this position. Complete training will not be completed until 12-18 months after starting (~ Spring 2027). More details can be provided on this during the interview process.

This position is fully remote. Equipment is provided for this role.