• 11-Sep-2020 to 10-Nov-2020 (MST)
  • Coldwater, MI, USA
  • Full Time

All iSolved Benefit Services associates contribute to a positive work environment that is solution oriented.  They work within their teams while respecting the individual and treating each person they come in contact with as "the single most important person in that moment".  They go to the person that can affect a change and are committed to honest and ongoing communications.

Brief statement of the purpose of this position: 

Under the direction of the Customer Support Manager and Supervisor, the Customer Support Representative will work as part of a team to ensure accurate and timely daily processing and telephone support.  The Customer Support Representative will develop and sustain excellent customer service qualities that promote the growth of Infinisource.

Primary responsibilities of this position are:

  1. Respond accurately to customer inquiries in a timely manner with a high degree of professionalism.
  2. Use probing questions to fully uncover the customer's needs.
  3. Use the "leave no stone left unturned" philosophy in all communications.
  4. Participate in either COBRA or FBA Customer Support phone queue to assist customers as needed.
  5. Schedule and conduct follow up on unresolved issues.
  6. Appropriately escalate issues for customers as prescribed by Infinisource standard operating procedures.
  7. Accurately document all communications.
  8. Accurately complete all assigned tasks.
  9. Participate in customer service training related to knowledge and skill enhancement.
  10. Additional duties as assigned.

 Education and experience

  • High school diploma or equivalent required.
  • 2-3 years previous experience in a professional customer facing business office environment.

Additional knowledge, skills and abilities:

  • Experience with Microsoft Office products
  • Strong customer service, organizational and communication skills
  • Ability to multitask and work effectively in a fast paced environment
  • Ability to clearly communicate information both verbally and in writing
  • Knowledge of the principles and techniques of customer service skills; ability to deal diplomatically with irate individuals
  • Problem analysis, troubleshooting and problem solving skills
  • Ability to operate basic office equipment, e.g., computer terminals, printers, copy machines, telephone systems, facsimile machines
  • Ability to access, operate and maintain various software applications.
  • Ability to perform routine mathematical computations and tabulations accurately and efficiently

Physical demands and work environment:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear.  The employee is required to use hands.  Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.



The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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