Job Description


The Employee Benefit Resource Center (EBRC) is a division that provides year-round new hire benefit enrollment, benefit Q&A, and technical support.

The Customer Experience Center (CEC) is in place to accurately handle multiple types of calls and emails coming into the EBRC from employees of Hodges Mace clients. The CEC Benefit Specialist is responsible for helping to meet Service level expectations while scheduling appointments, answering employee questions, processing QLE’s, and providing technical support for any employee that emails or calls in.

Key Job Duties & Responsibilities

Works closely with the CEC Manager, CEC Leads, and other team members to provide exceptional customer service to client employees on a daily basis

Document client-related questions and activities; follows-up on outstanding issues to ensure appropriate resolutions

Creates accurate record of all contact with employees in TRAX, so that anyone can access employee’s information and see details of their individual situation

Uses appropriate language and speaking skills to ensure that employees can understand their situation and make effective decisions

Stays up to date and knowledgeable on changes to each client and provides that information to employees on those changes and how they are affected

Enroll employees directly into their benefits over the phone

Deliver high level technical support including but not limited to system password resets

Works with employees to schedules appointments for EBRC new hire services

Provides adjudication for documents related to dependent verification

Performs other duties as assigned


Knowledge & Skills Required

Have a broad knowledge of benefits administration

Previous contact center/customer service experience with high volume and multiple clients

Self-motivated and directed

Keen attention to detail

Proven analytical, evaluative, and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Must be proficient in Microsoft Office and can learn to effectively operate computer systems and software

Must have strong communication skills, including the ability to speak professionally with people over the phone

Must have excellent written and oral communication as well as interpersonal skills

Experience working in a team-oriented, collaborative environment


Other Attributes

Maintains high accuracy and attention to detail

Excellent time management and organizational skills

Maintains a calm demeanor and applies critical thinking when issues arise

Experience Preferred

1-3 years: Ben Admin

1-3 years: Benefits related knowledge and experience (medical and voluntary)

1-3 years: Contact/Call Center Experience



Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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