Customer Support Specialist, Benefits

The role

You will support small business customers with inquiries related to benefits and wellness perks. You will take ownership of customer benefits issues and contribute to internal discussions regarding product enhancements.

What you will do

• Take ownership of customer benefits issues from start to finish.
• Become a benefits subject matter expert in the benefits tools within Justworks.
• Answer inquiries on phone, tickets, and chat.
• Provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules.
• Manage a queue of open issues.
• Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities.
• Ensure benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws.
• Interact with cross-functional teams to identify areas for product enhancement or process improvement.
• Perform other related duties as assigned.

Required qualifications

• 6+ years of work experience in a customer/client-facing role
• 1 year of experience working with benefits concepts and practices
• A track record of operating in a time-sensitive or deadline-driven environment
• Curiosity and an aptitude for learning new things and understanding how and why things work
• Strong verbal and written communication skills
• Excellent at time management, organization, and prioritizing tasks
• Experience with Zendesk, JIRA, Talkdesk or related tools

Nice to have

• Certified Employee Benefits Specialist (CEBS)
• CBP (certified benefits professional)
• Spanish language capability, or other second language at business conversation level

Benefits

• welcoming and casual environment
• great benefits
• wellness program offerings
• company retreats

About the company

Justworks helps businesses get off the ground by enabling them to focus on running their business. They solve HR issues and are a data-driven company.