HCSS Benefits Customer Service Representative (Human Resources) **Galveston, Texas, United States** **Hot** Clerical & Administrative Support HealthCare System Staffing Requisition # 2404715 **JOB DESCRIPTION** Provide quality and expedient customer service regarding Benefits programs for employees, retirees and covered dependents.Represents the voice of UTMB Benefits. Creates a nurturing, competent and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the callers need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions, and UTMB departments. ***This is a temporary position (approx. 3 months), with no benefits. The position will be fully onsite (Galveston, Tx), throughout the training period, then hybrid.** **ESSENTIAL JOB FUNCTIONS** + Provides high level customer service skills for 24/7, 365 days a year Call Center. + Answers high volume of calls while multi-tasking with available resources to open/closing customer relationship management cases and assist callers with their specific needs. + Promotes positive and professional communication. + Provides a professional and empathetic voice to the callers to nurture their needs. + Analyzes caller concerns and determines best course of action to resolve and address their concern. + Efficiently communicates callers request and determines the best solution. + Escalates employee concerns and issues-utilizing defined processes. + Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications. + Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system. + Assists with Tuition Application and Reimbursement processes. + Any other duties as assigned. + Enforces UTMB regulations and guidelines when utilizing the systems. + Is knowledgeable of the entire institution, contact information, and guidelines. + Understands the benefits administration procedures and educates the caller. + Utilizes critical thinking to determine call priority. + Enhances customer confidence by expediting callers concerns to appropriate individuals. **Marginal or Periodic Functions:** · Adheres to internal controls and reporting structure. · Performs related duties as required. **KNOWLEDGE/SKILLS/ABILITIES** Active listening skills – individual must be able to give full attention to customers, asking appropriate questions and taking time to understand their needs. Service oriented – individual is expected to be proactive in looking for ways to help customers . Critical thinking Problem solving Time Management **EDUCATION & EXPERIENCE** **Minimum Qualifications:** · High School diploma or equivalent with 2 years’ experience in customer service, or · Associate degree in Human Resources or related field **WORKING ENVIRONMENT/EQUIPMENT** Standard office and patient care environment Compensation + **Hiring Range: $18.00**