Contact Center Specialist

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.

Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.

We’ve earned recognition time and again as a top place to work—named among the best by respected organizations like Glassdoor and U.S. News & World Report. We’re also proud to be recognized for one of the country’s Top 50 Midsize Early Talent Programs through RippleMatch’s Campus Forward Awards. There’s never been a better time to be part of Insperity, and our best work is still ahead. Learn more at Insperity.com.

Why Insperity?

Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.

Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.

Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.

SUMMARY

This position is under general supervision, moderate decision-making, guided by policy and focused on daily operations with a direct impact on client retention, works in a contact center environment and is responsible for supporting and meeting the service needs of all clients, their employees, and internal service and sales team members who seek information from the Insperity Contact Center. Resolves a high volume of issues and inquiries by taking ownership and coordinating with other internal departments or external vendors as necessary to obtain favorable resolutions. This position requires experience in three primary skill sets, as defined below.  The team member is responsible for meeting expectations by maintaining knowledge and performing the duties required to support three applicable skill sets.

RESPONSIBILITIES

• Maintains Insperity customer service standards to ensure customer satisfaction.
• Serves as the primary point of contact for clients and worksite employees relative to their personal health benefits, web support, employment verification, and Section 125.
• Maintains the expected Insperity service quality and achieves consistent productivity levels according to established KPI metrics.
• Determines client or worksite employee needs and engages in a way that personalizes the experience for the worksite employee.
• Ensures correct correlation between inquiry and solution and providing accurate information.
• Documents, forwards, as needed, and follows up on issues requiring supplemental resolution support.
• Supports accurate documentation in Salesforce of all participant interactions, including calls, chats, emails and issue resolutions, as directed by Contact Center Leadership
• Follows all rules and regulations as professionally applies to HIPAA and maintains compliance with training requirements regarding HIPAA regulations.
• Maintains compliance with all employee/employer regulations as required.
• Uses sound troubleshooting skills, coordinates with appropriate resources, and works to resolve customer issues promptly and efficiently.
• Implements feedback and coaching to enhance customer service skills.
• Provides support to other inbound queues as required, based on volume
• Ensures compliance with expectations of the role as defined by KPI, QA, and Training.

In addition to the above core Essential Functions, this position is required to have extensive knowledge and fulfill the duties in the primary skillsets listed below:

Benefits Skillset

• Maintains comprehensive knowledge of all health-related plans offered by Insperity, including dental, vision, and flexible spending accounts, as well as a high-level understanding of how the health savings account works.
• Exhibits expertise knowledge of leave and disability plans, CIGNA Life Insurance options, and FMLA as it is associated with health benefits.
• Maintains comprehensive knowledge of COBRA and the associated components of the plan, including payment and processing.
• Demonstrates comprehensive knowledge of eligibility, open enrollment, and qualifying events.
• Provides level-one support for clients and employees for benefit-related questions.
• Responds to incoming calls and emails for health benefits-related questions from clients, worksite employees, and internal customers.
• Coordinates with the Contact Center escalation team to resolve external or internal customer issues that require further research. Ensures the customer is aware that the issue requires escalation and communicates the resolution to the customer.
• Provides feedback to management regarding potential trends related to reported benefits issues.

401(k) Skillset

• Demonstrates a high-level understanding of retirement plans and comprehensive knowledge of the retirement plan products offered by Insperity. 
• Maintains a high-level understanding of IRS rules and regulations governing retirement plans.  Examples include annual contribution limits, loan limitations, and distribution rules. 
• Supports  participants with all facets of the enrollment experience, including navigating the Retirement Service Center (RSC) and utilizing the online tools and calculators. 
• Assist participants with post-enrollment account inquiries, including adjusting contribution rates or investments through the RSC, rolling money into their 401k, requesting a loan or hardship distribution, and explaining the difference between loans and hardship distributions.  
• Provides level-one support for internal and external clients and worksite employees regarding 401k-related questions via phone, email, and chat.
• Coordinates with the 401k Core team to resolve external or internal customer issues that require further research.  Ensures the customer knows the issue requires escalation and communicates the resolution to client/worksite employees.
• Ensures a high level of proficiency in 401(k) annual compliance testing and procedures.

Web Support Skillset

• Assists client and worksite employees with level one service requests or escalates through proper escalation procedures according to priority.
• Assists callers in establishing accounts and resetting passwords.
• Identifies user-level access to troubleshooting issues for role-based access.
• Identifies and troubleshoots issues based on browser settings, browser types, computer settings, and type of computer.
• Provide feedback to management regarding potential trends related to web-based services.
• Provide general verification of employment information.

QUALIFICATIONS

• High School Diploma or equivalent is required.
• Three to five years of experience in contact center environment is required.
• Two years of experience in defined field or skillset preferred.
• Proficiency with Word, Outlook, and Excel and demonstrated ability to learn other software application programs as needed.
• Experienced in handling high call volume in an efficient and timely manner.
• Demonstrates excellent verbal and written communication, interpersonal and customer service skills with strong organizational abilities
• Strong problem-solving skills.
• Demonstrated skills in communicating effectively, using tact and discretion, developing interpersonal relationships, and ability to collaborate with a team.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.