Customer Service Specialist

US-TX-The Woodlands
3 months ago
Job ID
2017-1160
# of Openings
1
Category
Customer Service/Support

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

The Customer Service Specialist (CSS) spends 90% of their time handling incoming and follow up calls. On each call, he/she works to develop an in-depth understanding of the customer's spoken and unspoken needs, identifies and resolves the customer's issue, and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know. Using technology (e.g., PeopleSoft, Siebel, etc.), the CSS navigates in a Windows-based system through a series of databases in order to access the appropriate information to service the customer.  

Between the incoming calls, the CSS's time is spent making any required customer follow-up calls and conducting any additional research.  

For lengthy or complex questions, the CSS researches the information and calls the customer back as required. Research can involve a number of resources, such as asking other CSS's, using online databases, reviewing documentation or asking other knowledge experts.

The CSS must be comfortable in a fast-paced learning environment. Prior to taking clients' employees calls, he/she successfully completes several weeks of a company-paid training program. The CSS is regularly assessed on objective performance measures and receives coaching on ways to continue to develop his/her skills. Opportunities for advancement are available after being in the role for a period of 12 months.

Qualifications

  • A genuine desire and commitment to serving customers
  • Ability to learn by different methods
  • Strong interpersonal communication skills
  • Problem solving and decision making skills
  • Proficiency in a Windows environment
  • Detail Orientation
  • Comfortable working in a structured work environment
  • Previous call center experience is preferred
  • Previous benefits and/or HR experience is a plus

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