Customer Support Representative

Job Description

The Customer Service Representative - COBRA Team serves as a primary point of contact for clients, participants, and partners regarding COBRA administration and related benefit continuation services. This role is responsible for providing timely, accurate support, resolving inquiries, and ensuring compliance with COBRA processes and regulations while delivering an exceptional customer experience. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment where accuracy, empathy, and problem-solving are essential.

Core Job Duties

• Respond to customer, participant, employer, and broker inquiries accurately and efficiently while delivering an exceptional customer experience.
• Provide support related to COBRA administration, benefit continuation coverage, eligibility, enrollment, qualifying events, premium payments, and related processes.
• Use effective questioning and active listening techniques to thoroughly understand customer needs and identify appropriate solutions.
• Educate clients and participants on COBRA processes, timelines, and requirements in a clear and professional manner.
• Investigate, troubleshoot, and resolve customer concerns while maintaining ownership of the issue from start to finish.
• Collaborate with internal teams and departments to address complex customer situations and ensure timely resolution.
• Escalate issues appropriately when additional expertise, review, or intervention is required.
• Document customer interactions, resolutions, and follow-up activities accurately within company systems.
• Monitor open cases and proactively follow up to ensure customer satisfaction and issue resolution.
• Maintain compliance with applicable COBRA regulations, company policies, and service standards.
• Maintain a strong understanding of COBRA administration, benefits processes, company products, services, and procedures through ongoing training and development.
• Contribute to team goals and support a collaborative, customer-first culture.
• Perform additional duties and special projects as assigned.

Minimum Qualifications

• Experience with Microsoft Office products.
• Strong customer service, organizational, and communication skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Ability to clearly communicate information both verbally and in writing.
• Knowledge of customer service principles and techniques, with the ability to deal diplomatically with upset or frustrated individuals.
• Strong problem analysis, troubleshooting, and problem-solving skills.
• Ability to operate basic office equipment, including computer terminals, printers, copy machines, and telephone systems.
• Ability to access, operate, and maintain various software applications.
• Ability to perform routine mathematical computations and tabulations accurately and efficiently.
• High school diploma or equivalent required.
• 2-3 years of previous experience in a professional customer-facing business office environment.
• Experience supporting employee benefits, COBRA administration, health insurance, or related HR/benefits functions preferred.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.