Willis Towers Watson

Customer Service Representative 1

Posted on Oct 30 111 views Pittsburgh, PA

The Role

Supports the delivery of the agreed
upon service to the client(s). Provides call center/customer service support.
Predominately inbound customer service calls (though may entail outbound calls
for follow-up). Responsible for upholding the Service Level Agreements (SLAs)
and achieving a high level of client satisfaction. Work closely with the Client
Relationship Managers or Operational Managers to resolve issues and identify
opportunities for increasing the value of the service to the client(s).


  • Perform customer service support and meet clients’
    day-to-day administrative needs with respect to defined benefit pension
  • Respond professionally to customer inquiries/complaints
    received via phone or e-mail and ensure that appropriate action is taken,
    including follow up
  • Research participant questions and plan issues
  • Maintain complete and accurate case notes
  • Work closely with other customer service
    representatives and client representatives
  • Complete special projects as needed
  • Communicate on a proactive basis
  • Participate in team meetings and training
  • Read and understand the client's plan documents,
    amendments, etc.
  • Follow procedures and guidelines
  • Able to comfortably question the customer in an
    encouraging manner so as to affect a positive relationship and establish a
    comfort level to gain the customer's confidence
  • Possess the ability to analyze and solve problems in a
    changeable work environment
  • Possess a cooperative and positive attitude towards
    customers and team members
The Requirements
  • Excellent ability to communicate effectively using the
    English language in a customer service setting, including verbal and
    written communication skills
  • Ability to quickly assess current state issues and
    formulate a response/resolution using analytical and problem-solving
  • High level attention to detail
  • Strong computer skills with the ability to navigate
    multiple software applications
  • Working knowledge of health and welfare and/or defined
    benefit pension plans a plus
  • Minimum 1-2 years’ experience in a customer service
    setting, at least 2-3 years is preferred
  • Proficiency in the use of Microsoft Office programs
    (specifically Outlook, Excel and Word)
  • Ability to type 35-40 WPM
  • Ability to work in a team environment
  • Ability to work in a multi-tasked environment and
    prioritize and organize work
  • Ability to understand and follow oral and written
  • Ability to work a flexible work schedule (30 – 40
    hours/week with some overtime requested; variety of schedule start and end
  • Must have excellent attendance and be punctual to work
  • Fluent in Spanish a plus
  • Bachelor’s degree preferred


EOE, including disability/vets