<p>Job Description</p> <p>Voluntary Benefits Customer Service Associate</p> <p>Location: Knoxville, TN (location is non-negotiable)</p> <p>The Voluntary Benefits Customer Service Associate will provide call center functional and/or technical support for a Voluntary Benefits client.</p> <p>Key Responsibilities</p> <ul> <li> <p>Handles customer service inquiries via telephone and/or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits</p> </li><li> <p>Supports the resolution of customer problems, incidents, issues, requests, and queries</p> </li><li> <p>Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner</p> </li><li> <p>Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents</p> </li><li> <p>Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits</p> </li><li> <p>Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency</p> </li><li> <p>Able to learn and be proficient with client's incident management and knowledge management tools, client information systems, and service desk procedures</p> </li><li> <p>Demonstrates understanding of the customers business needs as trained and maintains high customer satisfaction ratings</p> </li><li> <p>May perform follow up on incidents with customers to ensure customer satisfaction</p> </li><li> <p>May support reporting functions providing end of day status, data for weekly status reports, etc.</p> </li></ul> <p>Job Requirements</p> <ul> <li> <p>Ability to work an 8-hour shift somewhere between the hours of 8:00 a.m. to 9:00 p.m. ET</p> </li><li> <p>This role allows for remote work for most of your work hours</p> </li><li> <p>Must meet Accenture's Primary Residential Location (PRL) for the Knoxville, TN, office location</p> </li></ul> <p>Qualification</p> <p>Basic Qualifications</p> <ul> <li>Minimum 1 year of experience in a call center environment </li></ul> <p>Preferred Qualifications</p> <ul> <li> <p>Experience in the insurance industry management process, interpreting and applying member contracts and benefits</p> </li><li> <p>Experience with Excel reporting</p> </li><li> <p>Strong Windows environment experience, toggling between multiple systems and monitors</p> </li><li> <p>Experience in a Business Process Operations (BPO) environment</p> </li><li> <p>Excellent written and verbal communication skills</p> </li></ul> <p>Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.</p> <p>We accept applications on an on-going basis and there is no fixed deadline to apply.</p> <p>Information on benefits is here.</p> <p>Role Location Hourly Salary Range</p> <p>California $19.71 to $31.15</p> <p>Colorado $19.71 to $26.88</p> <p>District of Columbia $21.01 to $28.65</p> <p>Illinois $18.27 to $26.88</p> <p>Minnesota $19.71 to $26.88</p> <p>Maryland $18.27 to $24.90</p> <p>New York $18.27 to $31.15</p> <p>Washington $21.01 to $28.65</p> <p>Locations</p>