Job Details

Requisition Number 19-0065
Post Date 9/5/2019
Title Customer Care Representative
Organization Concordia Plan Services
Job Grade 14
City St. Louis
State MO
FT/PT Full Time

Organization Profile

  • Concordia Plan Services ‘walks together’ with LCMS ministries in caring for workers and their families… so that the Word of God continues to spread!
  • Our 2020 vision is to transform CPS from being solely a benefits provider to the most widely recognized source of employer and worker-related solutions for LCMS ministries.


Reporting Relationships

  • Customer Care Representative reports to Manager, Customer Care.


Essential Job Functions

  • Serves as front line representative and interacts with members and employers on the phone and via email; responds to inquiries about benefit programs and services offered, channeling them to the appropriate resource.
  • Communicates with both empathy and tact.
  • Acts as advocate for both members and employers.
  • Anticipates and responds to customer inquirers and provides appropriate information / solution.
  • Builds rapport to ensure high quality customer care.
  • Studies and thoroughly understands all plan updates, changes and revisions.
  • Uses various systems to document and process workflow items.
  • Uses technology to provide customers support.

Education and Experience

  • Associate Degree or related work experience, required; Bachelor Degree, preferred.
  • Experience managing time-sensitive processes, deadlines, etc., with empathy and compassion.
  • Successful participation on collaborative team(s).
  • Experience in a customer service role, preferred.
  • Experience using workflow management technology, preferred.
  • One year of business office environment, preferred.


Competencies (Knowledge, Skills and Abilities)

  • Ability to quickly assess callers’ level of comfort with technology and communicate accordingly; demonstrates high audience awareness.
  • Understanding of multiple Internet browsers.
  • Aptitude for managing and diffusing difficult customer service situations.
  • Effectively balances customer advocacy and plan stewardship.
  • Maintains high energy level and poise in a fast pace and repetitive role; resilient.
  • Demonstrated documentation and record keeping skills.
  • Able to quickly understand benefit plans, functions and requirements within Operations, and key interactions among CPS departments/disciplines and related business systems.
  • Demonstrates a high commitment to the organization by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
  • Command of system and collaborative tools (Pinnacle, SharePoint and Infor/Lawson), skilled in use of MS Office suite.
  • Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications. 
  • Ability to navigate effectively in highly regulated industry and with complex organizations required; experience navigating LCMS structure and operations.
  • Sets clear goals and objectives, cooperates and participates fully in the coaching process, and actively seeks continuous learning to improve personal and team performance.
  • Participates fully on assigned and adjunct teams; fosters a collaborative spirit; builds collaborative networks with internal staff and vendor representatives.
  • Practices high level of confidentiality; serve as liaison with individuals in crisis; ability to relate well with professional church workers, maintaining appropriate balance between compassion, encouragement, and accommodation in all interactions.
  • Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.


Supervisory Responsibility

  • Customer Care Representative does not have supervisory responsibilities.
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