Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.
Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.
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We are looking to hire a temporary Client Services Representative to support our Benefits Administration team. This position will begin in September and run through March 2027.
Responsibilities:
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Support large volumes of inbound and outbound contacts promptly.
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Identify customer needs, clarify information, research issues and provide next steps and solutions.
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Keep detailed records of contacts in the agent ticketing system.
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Maintain ownership of contact experience and resolution for assigned casework.
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Follow compliance guidelines and reference job aides when addressing varying topics.
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Accurately and actively utilize the ticketing process to collaborate with team members and resolve assigned cases.
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Maintain awareness of client updates, policy or procedure changes
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Ability to meet or exceed established goals for both internal call monitoring audits, contact metrics, and client satisfaction surveys.
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Project a professional attitude and positive image.
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Build sustainable relationships with internal service partners.
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Complete educational seminars to enhance knowledge, performance and maintain continuing educations requirements.
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Demonstrate strong soft skills, including active listening, empathy, and adaptability. Anticipate customer needs and tailor responses accordingly.
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Adhere to attendance and punctuality standards.
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Adapt to change and meet the changing demands of the work environment.
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Assist other department personnel as needed due to fluctuating workloads.
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Compliance with HIPAA regulations and all Baker Tilly Vantagen guidelines.
Qualifications:
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High School diploma required, associate's degree preferred.
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2 years of customer service experience with high level of customer engagement in lieu of associate's degree.
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A basic understanding of health insurance terminology is preferred.
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Ability to effectively work in a remote contact center environment.
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Strong data entry skills and proficiency in the use of a PC, including use of multiple applications simultaneously.
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A hard-wired ethernet connection is required – high- speed WIFI with consistent minimum download speeds of 100 mbps and upload speeds of 10 mbps. Live demonstration of this may be required.
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Ability to work in high pressure environment and deal effectively with all customers including strong de-escalation skills.
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Commitment to high quality service.
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Excellent oral & written communication skills.
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Ability to locate and interpret complex information from a variety of data sources.
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Ability to work in a fast-paced production and quality environment to meet required standards
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Ability to work a flexible 8.5-hour shift based on business needs. Scheduled work hours may vary from day to day, and employees will be notified of schedule changes in advance.
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Shift start times may be as early as 8:00 a.m. Eastern Time (ET), and some shifts may begin later in the day and end as late as 8:00 p.m. ET. Candidates must be able to accommodate varying schedules within these operating hours.
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Ability to follow scripts, procedures, client-specific guidelines, and compliance requirements.
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Understanding of confidentiality expectations, including handling sensitive personal and health-related information.
