Customer Service Consultant role within Vivo's Engineering and Customer Service team analyzing operational indicators. Responsible for improving telecom service delivery and processes.
About the role
- Client Services Representative supporting employee benefits with inquiries for employees and HR contacts. Operate in a high-volume, member-facing environment resolving benefit issues and ensuring a positive member experience.
Responsibilities
- Serve as the primary contact for benefit inquiries via phone and email
- Explain coverage, eligibility, and benefit usage in clear terms
- Guide members through carrier portals, mobile applications, and ID card access
- Support employees during open enrollment
- Process ID card requests and replacements
- Confirm provider network participation
- Respond to basic claim status inquiries
- Verify eligibility and enrollment changes
- Add or remove dependents
- Provide prescription refill guidance
- Address standard open enrollment questions
- Identify issues requiring escalation
- Route cases to Account Management per internal guidelines
- Ensure complete documentation prior to escalation
- Maintain ownership until successful handoff is confirmed
- Document all interactions and outcomes in the CRM system
- Track open items through resolution
- Partner with Account Managers and Advocacy teams
- Identify recurring issues and share trends with leadership
Requirements
- One to three years of experience in employee benefits, insurance, healthcare, or customer service
- Bilingual English and Spanish
- Clear written and verbal communication skills
- Ability to manage high call and email volume
- Strong organization and follow-through
- Professional and composed in time-sensitive situations
- Experience in an employee benefits brokerage or consulting environment (Preferred)
- Knowledge of health and welfare benefit plans (Preferred)
- Experience with CRM or benefits administration platforms (Preferred)
- Working knowledge of Outlook, Word, and Excel (Preferred)
Benefits
- 401k with employer match
- Medical, dental, vision, life, and disability insurance
- Paid Time Off
- Paid holidays
- Paid sick leave
- Professional development opportunities
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Service Analyst providing first - level support and maintaining client satisfaction in a dynamic company. Engaging with teams to resolve client inquiries and issues promptly.
Client Services Coordinator managing client relationships and ensuring exceptional service standards in Romania. Engaging in high volumes of communication and resolving queries efficiently.
Fleet Client Services Specialist managing customer maintenance transactions lifecycle and providing excellent service. Automating scheduling and communicating with Field Operations to enhance customer experience.
Accountant in Marsh's Captives team ensuring compliance policies and client service excellence. Work with specialists to design captive programs aligned with organizational goals.
Client Service Associate facilitating client intakes and assigning services through VON's operating procedures. Ensuring proper scheduling, documentation, and client relations are maintained for quality care.
Client Care Specialist providing quality customer service and support at Gateway Services Inc. Building rapport and assisting customers through effective communication and organizational skills.
Client Service Associate managing connections between clients and market experts in a leading insights firm. Engaging in research, negotiation, and facilitating expert connections within a dynamic environment.
Client Services Manager at Sedgwick managing multiple client service programs and relationships. Overseeing customer satisfaction, program procedures, and team performance while ensuring growth and development opportunities.
Coordenador Serviço ao Cliente na Vivo, assegurando evolução da planta e funcionalidade dos serviços. Liderando equipe e otimização de recursos para atendimento regional em Minas Gerais.