Customer Service Representative

About the role

American Benefit Administrators is a Third-Party Administrator of employee benefit programs. ABA services include FSA/DCA administration, HRA, HSA, Commuter/Parking Administration and COBRA administration. ABA is committed to offering clients more than standard services and understands one size doesn’t fit all. ABA believes firmly in customer service and is dedicated to providing more than just benefits.

Position Overview

We are seeking a customer-focused and detail-oriented Customer Service Representative to join our team. This role is responsible for providing exceptional service and support to participants by answering questions, resolving issues, and educating customers on available products and services. The ideal candidate is a strong communicator who enjoys helping others, thrives in a fast-paced environment, and is committed to delivering a positive customer experience. This position plays an important role in supporting participant satisfaction, maintaining compliance standards, and ensuring high-quality service delivery.

Professional Responsibilities

• Respond to customer inquiries via phone and email, providing accurate, professional, and timely information regarding products and services.
• Troubleshoot customer concerns, identify appropriate solutions, and follow through to ensure successful resolution and customer satisfaction.
• Handle inbound and outbound communications in a professional, courteous, and service-oriented manner.
• Educate participants on available products, services, and benefit-related offerings while providing clear guidance and support.
• Maintain compliance with HIPAA requirements and confidentiality standards when handling sensitive information.
• Meet or exceed established customer service performance metrics, goals, and quality standards.
• Develop and maintain a strong understanding of agency products, services, processes, and customer support resources.
• Participate in ongoing training and professional development opportunities to enhance knowledge and service capabilities.
• Accurately document customer interactions, inquiries, and resolutions within applicable systems.
• Collaborate with internal departments to resolve customer issues and support operational initiatives.
• Contribute to a positive, team-oriented environment focused on continuous improvement and service excellence.

Qualifications and Requirements

• 0-3 years of customer service, call center, participant support, or related experience.
• High School Diploma or GED required.
• Familiarity with employee benefits programs and benefit-related concepts preferred.
• Experience in the employee benefits or insurance industry preferred.
• Associate’s or Bachelor’s degree in Business Administration or a related field preferred.
• Strong critical thinking and problem-solving skills with the ability to evaluate situations and identify appropriate solutions.
• Excellent attention to detail and commitment to accuracy when entering data and reviewing documentation.
• Outstanding verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Bilingual Spanish/English skills preferred.
• Ability to build and maintain positive working relationships with customers, colleagues, and business partners.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.