Customer Service Representative, Employee Benefits [NE]
Gallagher, Livonia, MI, United States
Overview
The Bilingual Support Representative provides high-quality support services by managing incoming calls, emails, mailings, and other communications from clients and participants. The role requires professional and effective communication in both Spanish and English and handling sensitive information with accuracy and discretion. The representative will manage documentation using proprietary software and document management systems. The starting pay is $17.50 per hour, on-site in our Livonia, Michigan office. Responsibilities
Demonstrate fluency in reading, writing, and speaking both Spanish and English. Respond promptly and professionally to incoming calls and participant inquiries using approved scripts and guidance; escalate complex or irate calls to senior staff as needed. Retrieve and respond to voicemail messages from survey participants, logging relevant information into the REV system. Conduct outbound calls to gather missing or unclear survey responses. Acquire and apply knowledge of client-specific eligibility rules and documentation requirements. Review and enter participant verification forms and REV portal responses, updating demographic information as needed. Efficiently scan and organize large volumes of paper documents, ensuring image clarity and proper grouping of participant responses. Assist with client mailings, including printing, stuffing, posting, mail merging, and preparing custom forms and postcards; identify and correct incomplete or inaccurate address information. Maintain strict confidentiality of all participant data and communications. Handle incoming calls from Spanish-speaking and other Latin American participants. Occasionally perform front desk reception duties, including greeting visitors. Perform additional duties as assigned or as business needs evolve. Qualifications
Required:
High school diploma and a minimum of 1 year of customer service experience. Strong typing and basic computer skills. Preferred:
Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word. Behaviors:
Good verbal communication skills. Maintains a high level of professionalism with clients and establishes a positive rapport with every caller. Fluent in Spanish and English, with the ability to translate and accurately process bilingual survey information. Strong communication and customer service skills. Proficient in Microsoft Windows and Office Suite; comfortable learning and using various software applications. Capable of operating and maintaining basic office equipment, and reporting issues when necessary. Collaborative team player with flexibility to support various projects. Exceptional attention to detail and data entry accuracy. Ability to handle confidential information securely and professionally. Possess and demonstrate excellent data entry skills. Must be very attentive to details and exceptionally accurate. Must be able to handle confidential and sensitive information securely and appropriately. Compensation And Benefits
We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Minimum core benefits
(may vary by job level): Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits
include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more... The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. Inclusion, Diversity, and Equal Opportunity
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on protected characteristics. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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The Bilingual Support Representative provides high-quality support services by managing incoming calls, emails, mailings, and other communications from clients and participants. The role requires professional and effective communication in both Spanish and English and handling sensitive information with accuracy and discretion. The representative will manage documentation using proprietary software and document management systems. The starting pay is $17.50 per hour, on-site in our Livonia, Michigan office. Responsibilities
Demonstrate fluency in reading, writing, and speaking both Spanish and English. Respond promptly and professionally to incoming calls and participant inquiries using approved scripts and guidance; escalate complex or irate calls to senior staff as needed. Retrieve and respond to voicemail messages from survey participants, logging relevant information into the REV system. Conduct outbound calls to gather missing or unclear survey responses. Acquire and apply knowledge of client-specific eligibility rules and documentation requirements. Review and enter participant verification forms and REV portal responses, updating demographic information as needed. Efficiently scan and organize large volumes of paper documents, ensuring image clarity and proper grouping of participant responses. Assist with client mailings, including printing, stuffing, posting, mail merging, and preparing custom forms and postcards; identify and correct incomplete or inaccurate address information. Maintain strict confidentiality of all participant data and communications. Handle incoming calls from Spanish-speaking and other Latin American participants. Occasionally perform front desk reception duties, including greeting visitors. Perform additional duties as assigned or as business needs evolve. Qualifications
Required:
High school diploma and a minimum of 1 year of customer service experience. Strong typing and basic computer skills. Preferred:
Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word. Behaviors:
Good verbal communication skills. Maintains a high level of professionalism with clients and establishes a positive rapport with every caller. Fluent in Spanish and English, with the ability to translate and accurately process bilingual survey information. Strong communication and customer service skills. Proficient in Microsoft Windows and Office Suite; comfortable learning and using various software applications. Capable of operating and maintaining basic office equipment, and reporting issues when necessary. Collaborative team player with flexibility to support various projects. Exceptional attention to detail and data entry accuracy. Ability to handle confidential information securely and professionally. Possess and demonstrate excellent data entry skills. Must be very attentive to details and exceptionally accurate. Must be able to handle confidential and sensitive information securely and appropriately. Compensation And Benefits
We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Minimum core benefits
(may vary by job level): Medical/dental/vision plans, which start from day one! Life and accident insurance 401(K) and Roth options Tax-advantaged accounts (HSA, FSA) Educational expense reimbursement Paid parental leave Other benefits
include: Digital mental health services (Talkspace) Flexible work hours (availability varies by office and job function) Training programs Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing Charitable matching gift program And more... The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. Inclusion, Diversity, and Equal Opportunity
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on protected characteristics. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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