What are the responsibilities and job description for the Customer Service Representative I position at Role Employee Benefits Corporation?
About the Role
Employee Benefits Corporation is hiring for a Customer Service Representative I. The Customer Service Representative I is responsible for interacting with customers via telephone or email to address inquiries and resolve concerns regarding Employee Benefits Corporation’s products and services. This position has frequent customer contact and interacts across multiple departments on a daily basis.
Location
You can work from our Middleton, WI office, from your home office anywhere in Wisconsin, or a mix of both (hybrid) depending on what works best.
Who We Are
Employee Benefits Corporation (EBC) is a trusted, national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the future—where technology is thoughtfully applied to enable an intuitive user experience and elevate how consumers engage with their benefits.
What You’ll Do
- Manage a high volume of calls in a timely and effective manner
- Address customer inquiries in a positive, professional manner
- Establish rapport and trust with all customers, ensuring a high quality and meaningful experience is delivered with every interaction
- Communicate clearly and accurately with customers both verbally and in writing
- Obtain information from multiple systems and relay to customers in a seamless manner
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Maintain and proactively manage CRM database, documenting each customer interaction and action in a timely manner
- Respond to inquiries and tasks from other departments
What You Bring
- High School diploma or equivalent
- 2 years customer service experience
- Ability to remain calm when dealing with challenging customers
- Excellent listening, verbal and written communication skills
- Strong attention to detail
- Ability to articulate relevant information in an organized and concise manner
- Demonstrated experience de-escalating customer issues
- Enthusiasm for working in a fast-paced, structured environment
- Strong ability to multi-task
- Strong critical thinking skills to help manage difficult situations
- Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
- Basic working knowledge of Microsoft Word and Outlook
Ideally, You May Also Have
- Associate degree in Business or related field
- Previous experience in a high volume call center
- Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
- Experience providing customer service for a variety of products in the financial services or healthcare industry
Why EBC
- A welcoming, collaborative team culture where every voice matters
- Competitive pay and comprehensive benefits, including employee ownership
- A culture built on clarity, empathy, and continuous improvement
- Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
- Flexible work options designed to support a healthy work-life balance
How to Apply
Ready to make an impact? Apply now. We’re excited to meet you.