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Customer Service Specialist – Tier 1

Provides effective customer service for all internal and external customers

DEPARTMENT: CUSTOMER SERVICE

FLSA STATUS: NON-EXEMPT

REPORTS TO: CUSTOMER SERVICE MANAGER

APPROVED BY: HUMAN RESOURCES MANAGER

APPROVED DATE: 08/02/2016

LAST UPDATED: 08/02/2016

I. JOB SUMMARY

The Customer Service Specialist – Tier 1 provides effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicates effectively with team members within the company and the Customer Service Department. The Customer Service Specialist is responsible for learning and retaining a beginning-to-intermediate understanding and comprehension of, FSA and HRA plans. The Specialist accomplishes first call/email resolution and/or identifies proper “1-transfer only” escalations to the appropriate department or individual. The Specialist provides and adheres to daily department minimum standards, including the quantity of the number of calls and emails processed. The Customer Service Specialist will provide support and assistance of the day to day operations in Sterling Administration’s Customer Service Department and may be assigned and be solely responsible for daily or weekly projects within the department.

II. ESSENTIAL DUTIES, RESPONSIBILITIES AND ACTIVITIES

  • Provides an exceptional customer experience through phone, email and web customer support
  • Answers calls using PBX phone system including transfers to other queues and extensions
  • Responds to emails in the Customer Service, Benefits and Employee Outlook inboxes
  • Follows up with customers, when necessary
  • Provides accurate account balances, run activity statements, generate 5498-SA and 1098-SA tax forms and interprets subsequent information
  • Processes returned mail, debit cards and tax forms
  • Orders debit cards including follow up to make sure cards have been ordered
  • Prints and mails FSA/HRA adjudication letters
  • Proficiently navigates Sterling’s websites and assists customers with website navigation and online account support
  • Resends online registration emails, unlocks online accounts, resends FSA/HRA welcome emails/letters
  • Updates customer account information, including demographic, online account information and payee information (when applicable)
  • Understands and adheres to the company and department-specific protocol for creating and submitting Sugar CRM cases
  • Verifies cashed checks using Beneficial State Bank website and login
  • Knows and adheres to naming conventions for all faxes and scanned mail
  • Processes manual FSA/HRA claims/disbursements
  • Interprets and explains claim information on disbursement screen
  • Understands and complies with all HIPAA policy, data security compliance and standard operating procedures related to the protection of patient health information (PHI)

III. OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

IV. CORE COMPETENCIES

1. Initiative and Creativity:

  • Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.

2. Judgment:

  • Makes sound decisions; bases decisions on fact rather than emotion; analyzes problems skillfully; uses logic to reach solutions.

3. Cooperation and Teamwork:

  • Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project or task; works effectively on projects or tasks that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate facilitates discussion before decision-making process is complete.

4. Reliability:

  • Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.

5. Support of Diversity:

  • Treats all people with respect; values diverse perspectives; participates in diversity training opportunities; provides a supportive work environment for the multicultural workforce; applies the company’s philosophy of equal employment opportunity; shows sensitivity to individual differences; treats others fairly without regard to race, sex, color, religion, or sexual orientation; recognizes differences as opportunities to learn and gain by working together; values and encourages unique skills and talents; seeks and considers diverse perspectives and ideas.

V. JOB SPECIFIC COMPETENCIES

1. Job Knowledge and Technical Knowledge:

  • Demonstrates knowledge of techniques, skills, equipment, procedures and Sterling’s systems as well as SAM, Alegeus, Beneficial State Bank, Sugar CRM and FIS
  • Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
  • Demonstrates intermediate proficiency in Microsoft Office Suite: Excel, Outlook, and Power Point.

2. Quantity of Work:

  • Produces an appropriate quantity of work; does not get bogged down in unnecessary detail; able to manage multiple projects; able to determine project urgency in a meaningful and practical way; organizes and schedules people and tasks.
  • Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.

3. Communication:

  • Writes and speaks effectively, using conventions proper to the situation; states own opinions clearly and concisely; demonstrates openness and honesty; listens well during meetings and feedback sessions; explains reasoning behind own opinions; asks others for their opinions and feedback; asks questions to ensure understanding; exercises a professional approach with others using all appropriate tools of communication; uses consideration and tact when offering opinions.

4. Customer Service:

  • Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.

5. Problem Solving:

  • Anticipates problems; sees how a problem and its solution will affect other units; gathers information before making decisions; weighs alternatives against objectives and arrives at reasonable decisions; adapts well to changing priorities, deadlines and directions; is willing to take action, even under pressure, criticism or tight deadlines; recognizes and accurately evaluates the signs of a problem; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.

6. Attention to Detail:

  • Is alert; follows detailed procedures and ensures accuracy in documentation and data; carefully follows processes; concentrates on routine work details; organizes and maintains a system of records.

7. Flexibility:

  • Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.

8. Organization:

  • Able to manage multiple projects and tasks; able to determine project and task urgency in a practical way; uses goals to guide actions; if necessary, creates detailed action plans; organizes and schedules people and tasks effectively.

9. Development:

  • Works to improve the performance of oneself and others by pursuing opportunities for continuous learning/feedback; constructively helps and trains others when necessary or required; exhibits a “can-do” approach and inspires co-workers to excel; develops a team spirit.

10. Quality Control:

  • Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for accuracy and thoroughness; considers excellence a fundamental priority.

11. Responsiveness to requests for service:

  • Responds to requests for service in a timely and thorough manner; does what is necessary to ensure customer satisfaction; prioritizes customer needs; follows up to evaluate customer satisfaction

VI. SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

VII. REQUIRED EDUCATION AND EXPERIENCE

Bachelor’s degree is not required. Position requires 1-3 years of customer service experience. Direct experience with FSA, HRA and HSA administration and knowledge of IRS rules and regulations in regards to FSA, HRA and HSA plans is desired, but not required.

VIII. WORK ENVIRONMENT

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate.

IX. PHYSICAL DEMANDS

This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. While performing the duties of this job, the employee is required to:

  • Regularly required to sit, talk, see and/or hear
  • Frequently required to use hands to finger, handle, or feel
  • Regularly required to stand and walk, as well as reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

X. POSITION TYPE AND EXPECTED HOURS OF WORK

This is a full-time position requiring 8 work hours per day and a 40 hour work week. Business hours are currently Monday through Friday from 8:00 AM to 6:00 PM. Schedules in the department are subject to change depending upon business needs. Please discuss your schedule with your manager.

XI. TRAVEL

No travel is expected for this position.

XII. SIGNATURES

This job description has been approved by all levels of management.