1st Shift Customer Service (16 Hourly)

Must be flexible to work any shift between 7am-6pm

Responsibilities:
*Provide a high level of customer service support when handling customers questions/complaints in respect to defined benefit pension and/or health and welfare plans
*Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
*Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities
*Handle confidential information with sensitivity and discretion in accordance with Data Privacy laws and company data security requirements
*Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
*Read and understand client's plan documents, amendments or online knowledge-base tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member
*Maintain diplomacy and tact while dealing with upset or escalated callers
*Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
*Maintain and document complete and accurate call and case notes
*Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
*Demonstrate ability to maintain a high level of customer service in a changeable work environment
*Participate in team meetings and training
*Possess a cooperative and positive attitude towards customers, internal contacts and team members
*Perform other duties as assigned

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.