Career Site Update

We are pleased to announce that we have updated our applicant tracking system to Workday Recruiting. Returning applicants with an iCIMS profile must create a new “Candidate Home” in Workday. All current associates must apply through “My Career” on your Workday homepage. For additional information, please click on the highlighted FAQ link.

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Bilingual Associate Service Rep I | SCI Jobs

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SCI Shared Resources, LLC Bilingual Associate Service Rep I in Jefferson, Louisiana

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

GENERAL ACCOUNTABILITIES

Delivers exceptional customer service to ensure efficient administration of health & welfare benefits and total absence management

SPECIFIC RESPONSBILITIES

Level I

  • Performs customer service support by responding professionally to customer inquiries:

  • Responds to inbound phone calls and ensure that effective action is taken

  • Assists associates in using web based service tools

  • Initiates outgoing calls when call back is required (includes leave of absence initial acknowledgement outreach call)

  • Uses procedures, policy manuals, knowledge base and other reference materials to assist in answering customer (associates/manager/former associate) inquiries and resolving customer issues

  • Uses call tracking/monitoring system to document all customer inquiries, issues and transactions

  • Completes Workday Benefit inbox transactions such as service dates, Benefits Annual Rate and other benefit related fields associated with new hire business process

  • Processes benefit enrollment for open enrollment and qualified status changes

  • Uses case management system (HEAT) to log more complex issues to assign to Level II Representative

  • Responds to inquiries concerning benefits enrollment process and time off plans

  • Determines eligibility based on benefit program requirements

  • Provides Workday and inSCIder navigational support to caller (associate/manager/former associate)

  • Redirects callers to benefit providers as needed

  • Provides recommendations or suggests methods to update, simplify, and enhance processes, procedures and technologies

  • Assists with implementation of programs, policies, and services provided by the company by acting as the associate’s first line of contact

  • Performs reviews of Frequently Asked Questions/New Policy and Procedure lists to identify steps needed to answer associate inquiries

#SCI

EDUCATION/Experience/MINIMUM Requirements

Education:

Level I

  • High school diploma or GED equivalent

Certification/License:

  • CEBS or CBP Preferred

Experience:

Level I

  • 1-2 years in customer service, call center environment

  • Bilingual Spanish/English a plus

Knowledge, Skills & Abilities:

  • Proficient in Microsoft office tools to include Word and Excel

  • Proficient problem solving and decision making skills

  • Strong customer service focus

  • Proficient knowledge of benefit terms and the laws and regulations (federal, state and local) related to benefit plans such as ERISA, COBRA, HIPAA, ADA, FMLA and the interrelationship of each

  • Proficient in HRIS/Payroll systems in one or more of the following:

  • PeopleSoft

  • Oracle

  • Workday

  • SAP

  • Excellent interpersonal skills, oral and written communication skills (includes ability to modify communication style based on circumstance, ability to influence others)

  • Ability to multi-task between competing priorities

  • Ability to work effectively with people at all levels of the company

  • Ability to work in an effective team environment (includes ability to work independently and in group setting, ability to acknowledge another’s point of view, and perhaps modify one’s own accordingly)

  • Detail oriented and demonstrated commitment to completing assigned responsibilities with a high level of accuracy and timeliness

  • Strong demonstration of flexibility and adaptability (flexible when things change, open to new ideas and concepts, champions change)

Work Conditions

Work Environment

  • Work indoors during all seasons and weather conditions.

  • Limited amount of local and/or multiple location traveling required

Work Postures

  • Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

  • Working beyond “standard” hours as the need arises

#SCI

Postal Code: 70121

Category (Portal Searching): Human Resources

Job Location: US-LA - Jefferson

Req ID: Req.89552

Position Type: Full time

Who we are. What we do.

We are North America’s largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.

We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

"SCI” refers to Service Corporation International and its affiliates.

Equal Opportunity Employer, M/F/D/V