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Key Responsibilities:
- Efficiently handle and resolve member inquiries and support tickets.
- Aim to achieve and exceed monthly solve goals and maintain high CSAT ratings.
- Take ownership of escalated support cases with urgency and professionalism.
Key Account Support:
- Provide high-touch, personalized service for designated enterprise and strategic accounts.
- Build relationships with benefits team stakeholders by maintaining knowledge of account history, preferences, and program structure.
Conflict Resolution & De-Escalation:
- Excel at de-escalating challenging situations with empathy, professionalism, and composure.
- Use proven communication techniques and a solutions-focused mindset.
- Turn frustration into trust.
Espresa
Espresa delivers a global and all-in-one experience for HR, people teams, and employees through its personal benefits platform. With a focus on Lifestyle Spending Accounts (LSAs) and a suite of wellbeing, recognition, and community solutions, Espresa empowers Great Places to Work®; they make heroes out of HR teams.