Customer Support Specialist, Benefits

You are focused on and committed to helping people. You are a customer fanatic with a proven track record of going above and beyond for your customers. You treat others with care and empathy, and assume the best intentions in others. You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You love to solve problems and figure out how and why things work. You are an analytical, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change.

Our Benefits Support team at Justworks is dedicated to helping our customers run their business with confidence. We are the benefits experts our customers rely on, and we help our customers manage their benefits and perks with ease. Our team takes ownership of our customer’s benefits concerns, and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to benefits and wellness perks , and contribute to internal discussions regarding product enhancements. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. This is a fast-paced and challenging role, but also incredibly rewarding due to the positive impact we have on our customers and their businesses.

A variety of shifts and hours are available, and we will work with you to find the best fit.

What You Will Work On

• Take ownership of customer benefits issues from start to finish, in areas including but not limited to Medical, Dental, Vision, Retirement, Life Insurance, Disability Insurance, HSA and FSA, Commuter benefits, and other wellness perks
• Build mental muscle and become a benefits subject matter expert in the benefits tools within Justworks - you'll be a go to resource for both customers and coworkers 
• Answer inquiries on phone, tickets, and chat to help our customers optimize Justworks to administer group health and welfare plans and other benefits and perks 
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules
• Manage a queue of open issues to deliver timely and effective solutions 
• Display a high level of professionalism and compassion when working with each customer on sensitive matters
• Leverage chat functionality to help our customers optimize Justworks  to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Leaves Administration, Disability Insurance, and Commuter Benefits. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws
• Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities 
• Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement
• Perform other related duties as assigned

How You Will Do Your Work

As a Customer Support Specialist, Benefits,, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

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, with the ability to break down complex concepts into simple terms
• Excellent at time management, organization, and prioritizing tasks
• Experience with Zendesk, JIRA, Talkdesk or related tools 
• (Certified Employee Benefits Specialist (CEBS)? Or also CBP (certified benefits professional)?
• Spanish language capability, or other second language at business conversation level, a plus

The base wage range for this position based in our New York City Office is targeted at $32.21 to $39.18 per hour.

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