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Client Service Representative (Temporary Full-Time)

Operations | Cleveland, OH | Full Time

Job Description

Compensation: $17.00 – 19.00/hr

About Us:

FormFire's market-leading software is used by health insurance carriers, brokers, and employers for benefits quoting, enrollment and compliance tracking.

We offer a challenging work environment where people are rewarded for outcomes, not face time. Our culture is designed to keep things simple so we can focus on the things that matter.

Summary:
The Client Services (Customer Service) team works directly with our end users, providing in-the-moment troubleshooting and support to ensure our Clients’ ability to successfully use our products.   You'll help provide best-in-class customer service to our clients initially through phone support, and then also via chat and email.  

This is a temporary, full-time position that will extend through our high-volume time of year (December), with the potential to be hired as a full-time regular associate after the completion of the temporary assignment.  

Responsibilities:

  • Learn the use and application of our software platform and product offerings
  • Ensure the integrity of our data and compliance with HIPAA regulations
  • Provide online guidance to end users via inbound phone, chat and email
  • Be able to reference and employ common troubleshooting strategies
  • Help users by escalating support issues
  • Participate in assigned project work based on the trends identified from chats and emails
  • Drive toward successfully hitting individual and department metrics such as turnaround time, quality of response and customer satisfaction
  • Additional tasks as assigned by your manager

The ideal candidate meets these requirements:

  • A post-secondary degree in Business, Human Resources or Communications preferred
  • Or one to two years’ experience working in a high-volume call center
  • Everyone here works directly with customers. Candidates must exhibit behavior toward our core value of “ensuring our customers win”
  • Strong communication skills, both verbal and written. You need to be a very competent writer with the ability to explain topics in easy to understand and concise language
  • A genuine enjoyment of using technology and proficiency with business software
  • Your personality reflects that you're resilient, adaptable, and can deal with some ambiguity
  • Ability to work in our downtown Cleveland office when we are no longer working remotely
  • Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future

Benefits

This is a temporary position and is not benefit eligible.  Upon the completion of the temporary assignment (end of December 2020), the position could be converted to a full-time/benefit eligible opportunity.  

Candidates must successfully pass a background check and drug test prior to employment.