The role:

The Service Representative reports to the Manager, Member Services and serves as the first point of contact responsible for providing compassionate, consultative, and knowledge-based service and thoughtful guidance to members and employers navigating benefits decisions and responding to requests and inquiries with hospitality, excellence and grace. This role provides an excellent and delightful service experience as a part of the Plan Operations team.

What you will do:

• Respond to incoming call center inquiries, email, and redirect customer escalations and questions requiring personalized attention.
• Provide daily consultative services to members to ensure the timely and successful delivery of service
• Support plan members to understand the value of the benefits plan, including the assistance program
• Research, interpret, and share comprehensive Benefits Plan information with members, and process transactions using expertise, tools, and technology.
• Provide technical support and guidance for the secure benefits portal to help members make informed decisions about benefits, ensuring plan members fully utilize the benefits, programs, and services available to them.
• Comply with procedures and demonstrate sensitivity to members while maintaining quality and production standards.
• Interact collaboratively and effectively with Employer Services to escalate complex requests and questions to specialized and support staff as needed.

What you need to succeed in the role:

• An associate degree in a business or hospitality related field with two years of customer service or call center experience.
• Exceptional customer service and exceptional listening, oral, written and interpersonal skills to understand the needs of members to respond with professionalism and compassion.

• An ability to work 8:30 a.m. - 5 p.m. EST during the 6-month onboarding training period, then from 9:30 a.m. - 6 p.m. EST as regular business hours; must be flexible and available to work until 7 p.m. EST during annual enrollment peak season, generally Q4.
• An ability to effectively work both on premises and remotely in a professional and quiet workspace, utilizing an uninterrupted internet connection.
• Proficiency with typing and customer care technologies, Salesforce preferably.
• An ability to keep current with plan, program, and administrative changes, demonstrating a high level of knowledge and awareness to plan members.
• An ability to interpret and effectively communicate comprehensive benefits information, making every service interaction a personalized and seamless experience.
• An ability to take initiative to deliver service within a highly motivated, fast-paced, results driven environment requiring quick turnaround and quality output.
• An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an Equal Opportunity Employer. We value diversity, equity, and inclusion and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.