Home-Based Customer Support Specialist

About the role

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Responsibilities

• Respond to inbound client and member calls within 2-3 rings or escalate accordingly
• Document all service requests in the CRM accurately and completely on the same day of the activity
• Confirm and update member contact and benefit details using applicable resources
• Follow up on open service cases every 3-4 business days and keep the CRM up to date
• Deliver clear, accurate benefit education and claim/appeal support to members
• Close an average of 8 cases per day or 40 cases per week
• Maintain professionalism, confidentiality, and compliance with privacy regulations
• Communicate proactively with clients and team members to manage expectations
• Support internal performance goals and collaborate positively with team members
• Comply with punctuality, internet usage, and time-off request policies
• Maintain applicable licensure if required, and stay up to date with CE credits
• Adhere to all Brinson Benefits' performance, privacy, and customer service standards
• WHAT WE LOOK FOR
• Education: Bachelor's degree in Communications, Marketing, Healthcare Administration, or a related field
• Experience: At least 1 year in a U.S. healthcare, insurance, or employee benefits-related role
• Language Proficiency: Excellent written and spoken English; Spanish fluency is a plus
• Schedule: Must be available to work U.S. CST hours (night shift in PH time)
• Mathematical Skills: Basic math and calculation skills are required
• Technical Skills:
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Comfortable with Microsoft Outlook (email and calendar management)
• Familiarity with CRM systems and customer service tools
• B asic technical skills and general system navigation
• Industry Knowledge:
• Comfortable handling inbound and outbound calls

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Number of Openings: 1 We are looking for a Home-Based Customer Support Specialist to join a growing U.S.-based company in the employee benefits and healthcare industry. In this role, you'll be responsible for assisting clients and members by delivering high-quality service through timely, accurate, and compassionate communication. You will play a critical role in supporting members' benefit-related needs while maintaining strong documentation and ensuring compliance with internal policies and healthcare regulations. REQUIRED CORE COMPETENCIES Communication: Highly proficient in spoken and written English; Spanish fluency is a plus Customer Orientation: Dedicated to providing outstanding service to clients and members Problem Solving: Analytical thinker who identifies issues and implements practical solutions Attention to Detail: Maintains accuracy in documentation, reporting, and communication Professionalism: Demonstrates integrity, confidentiality, and respect in all interactions Time Management: Manages multiple service cases and meets performance goals under pressure

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