Customer Service Representative

General Objective(s): Responsible for delivering accurate, timely, and empathetic support to U.S.-based employees regarding their workplace benefits. The role serves as a trusted point of contact, helping employees understand and navigate benefit programs while ensuring compliance with company policies, plan rules, and applicable U.S. regulations. Duties include, but are not limited to, the following: - Serve as the primary point of contact for employee inquiries related to U.S. benefits, including but not limited to: Health, dental, and vision plans; COBRA; Retirement plans (e.g., 401(k)); Life and disability insurance; Flexible Spending Accounts (FSA) / Health Savings Accounts (HSA); Leave of absence and other benefit-related programs. - Respond to inquiries via phone, email, chat, or ticketing systems in a professional, empathetic, and customer-focused manner. - Explain benefit plan features, coverage options, eligibility rules, and enrollment procedures clearly and accurately. - Assist employees during key benefit events such as new hire enrollment, life events, open enrollment, and terminations. - Research and resolve benefit issues by coordinating with internal teams, and external benefit vendors as needed. - Document all interactions and case resolutions accurately in designated systems to ensure compliance and audit readiness. Requirements: - 1 to 2 years of relevant customer service experience (voice account) - A PLUS: Benefit Administration experience with COBRA/Direct Bill, Retiree Counseling, Healthcare Exchange and/or Consumer Accounts (will be an advantage) - Exceptional phone etiquette and interpersonal communication skills; fluency in the English language - Strong verbal and written English communication skills, with the ability to explain complex information in a clear and simple manner. - Proven customer service mindset with strong problem-solving and conflict-resolution skills. - Proficiency with CRM systems, case management tools, and Microsoft Office applications.