Benefits Customer Service Representative - HR Shared Services **Galveston, Texas, United States** **New** Business, Managerial & Finance UTMB Health Requisition # 2406339 **Minimum Qualifications:** High School diploma or equivalent with 2 years experience in customer service **Preferred Qualifications:** Benefits experience a plus. **Job Summary:** Provide quality and expedient customer service in regard to Benefits programs for employees, retirees, and covered dependents. Represents the voice of UTMB Benefits. Creates a nurturing, competent, and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the callers needs while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions, and UTMB departments. **Job Duties:** + Provides high-level customer service skills for 24/7, 365 days a year Call Center. + Answers a high volume of calls while multi-tasking with available resources toopen/close customer relationship management cases and assist callers with theirspecific needs. + Promotes positive and professional communication. + Provides a professional and empathetic voice to the callers to nurture their needs. + Analyzes caller concerns and determines the best course of action to resolve and address their concern. + Efficiently communicates callers' requests and determines the best solution. + Escalates employee concerns and issues-utilizing defined processes. + Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications. + Utilizes several media applications in unison to resolve caller concerns and understand the purpose and proper use of each system. + Assists with Tuition Application and Reimbursement processes. + Enforces UTMB regulations and guidelines when utilizing the systems. + Is knowledgeable of the entire institution, contact information, and guidelines. + Understands the benefits administration procedures and educates the caller. + Utilizes critical thinking to determine call priority. + Enhances customer confidence by expediting callers' concerns to appropriate individuals. + Any other duties as assigned. **Knowledge/Skills/Abilities:** + Active listening skills – individual must be able to give full attention to customers, + asking appropriate questions, and taking time to understand their needs. + Service-oriented – individual is expected to be proactive in looking for ways to help customers. + Critical thinking + Problem-solving + Time Management **Salary Range:** $31,200.00 to $37,300.00, actual salary commensurate with experience. **Work Schedule:** Partial Remote, onsite as needed. Monday through Friday, 8am to 5pm, and as needed on occasion. **Equal Employment Opportunity** UTMB Health strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. As a VEVRAA Federal Contractor, UTMB Health takes affirmative action to hire and advance women, minorities, protected veterans and individuals with disabilities. Compensation