CLASSIFICATION: Junior Customer Service Agent Full-Time Salary Grade III EXPERIENCE & GENERAL JOB REQUIREMENTS: · High school diploma (Associate's degree preferred). · Keen problem solver with ability to think on your feet; · Detail-oriented, with strong organization skills and capacity to maintain confidential information; · Ability to expedite work to meet deadlines with minimum supervision; · Positive attitude and capacity to remain calm under stressful conditions; · Excellent verbal and written communication skills; · Proficient with Microsoft Office products such as Outlook, Word and Excel; · Knowledge of Taft-Hartley employee benefits plans preferred. JOB RESPONSIBILITIES: The most significant responsibilities of this job classification are to: · Maintain and develop knowledge about, and confer with customers by telephone, e-mail, or in person regarding, the various funds administered by the SCPTAC; · As the customer's primary point of contact, provide accurate and complete benefits and other information to customers, which include participants, medical providers, employers and others. · Review and reply to participant emails; · Own customer issues, from start to finish, and follow up on all pending matters in a timely manner; · Keep detailed records of customer interactions, recording details of inquiries, complaints, comments, and actions taken; · Interact with other employees effectively to deliver excellent customer service. · Resolve customer complaints quickly and completely. · Participate in ongoing training opportunities. Other responsibilities may be assigned by Management based on the individual's abilities. NOTES: Background screening and educational verification will be conducted on individuals offered employment. The Southern California Pipe Trades Administrative Corporation is subject to the Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO) (LAMC 189.00) and will consider for employment any qualified Applicants with criminal histories in a manner consistent with the requirements of FCIHO.