Customer Success Representative

Job description

SBMA, a third-party administrator, is an affordable ACA-compliant benefits provider to thousands of employers. Their goal is to simplify the complexity of providing employee benefits. SBMA is different because of its personal service, speed of implementation, and innovative approach to benefits coverage.

SBMA is currently seeking a Customer Success Representative to join our growing team. The Customer Success Representative will work closely with members and providers to assist with product and service-related inquiries. Qualified candidates will possess the ability to pay attention to detail, self-motivation, outstanding customer service (verbal and written), learn and use new computer systems and software, and work well in collaborative environments.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

RESPONSIBILITIES AND DUTIES (including but not limited to):

• Handle inbound and outbound customer calls with professionalism, effective communication, and empathy.
• Identify and escalate priority issues to appropriate departments for resolution.
• Verify benefit/plan/claims information.
• Administrative tasks, such as Outlook distribution, Inbox management, etc.
• Member & Provider Services
• Maintain customer records by updating account information and interactions.
• Meet performance targets for call handling, resolution time, and customer satisfaction.

REQUIRED EDUCATION AND EXPERIENCE:

• A high school diploma or its recognized equivalent is required.
• Working knowledge of Microsoft Office

PREFERRED EDUCATION AND EXPERIENCE:

• Prior experience working in a call center environment (preferred)
• Experience working in a call center or environment with heavy call handling.
• Proficiency in using CRM software or similar customer service tools.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess excellent verbal and written communication skills.
• Ability to work well independently on assigned duties and collaborate effectively with a team.
• Must be comfortable with Microsoft Office (Excel, Word, Outlook, etc.)
• Effective time management and ability to multitask.
• Enjoy working as part of a team.
• Bilingual (Spanish) preferred

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Moderate stress due to regular deadlines and daily challenges
• High finger dexterity while typing documents and forms.
• Occasionally lift to 20 lbs.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is done in a temperature-controlled, non-smoking office.
• Workstations are cubicles with moderately high sides.
• The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Pay: $22.00 - $24.00 per hour

Work Location: Hybrid remote in San Diego, CA 92108