FD National is a Miami based employee benefits and insurance agency serving employer clients across South Florida. We are seeking a Receptionist to join our Service Team as a frontline service professional and essential operational hub for the agency.
The Receptionist is the first point of contact for all inbound client and visitor interactions, whether by phone, email, or in person. Beyond reception duties, this role carries meaningful operational responsibility: managing ticket assignment across the team’s HubSpot queue, resolving point of contact service requests, and ensuring that every incoming request is captured, categorized, and routed to the right person before the end of each business day.
This position is ideal for someone who thrives in a fast paced environment, takes process seriously, and genuinely enjoys helping people navigate complex benefits questions.
KEY RESPONSIBILITIES
Front Desk and Client Communications
- Greet and welcome all office visitors and direct them to the appropriate team member or resource.
- Answer, screen, and professionally route all inbound phone calls, maintaining courteous and efficient phone etiquette at all times.
- Serve as a primary point of contact for client inquiries submitted by phone, email, or in person walk in.
- Communicate clearly and professionally with clients, brokers, and carriers in both English and Spanish.
Daily Startup Routine
- Open your email at the start of each day and forward any client emails that require a ticket into HubSpot.
- Connect Outlook to HubSpot for the day so that all incoming emails are captured.
- Open HubSpot Task View before anything else: address Overdue tasks first, then Due Today, then review Due This Week.
- Review your Open tickets for replies or actions needed, then work your Assigned tickets.
HubSpot Ticket Assignment
- Review and assign all unassigned service tickets in HubSpot at three mandatory checkpoints each day:
- At clock in, clear the overnight queue before beginning any other work.
- After lunch, clear any tickets that arrived during the morning.
- Before clock out, confirm that no tickets remain unassigned at the end of the day.
- Assignment responsibility follows a set weekly schedule. The receptionist on duty for assignment may not leave for the day until the full queue is cleared and every ticket is assigned.
- Populate all six required fields on every ticket before it is considered assigned: Contact, Company, Service Type, Assignee, Effective Date when applicable, and Priority.
- Select the most specific approved ticket category that applies. Only categories on the approved list may be used.
- Set the Requester to the last person who sent the email or forwarded the request into the queue, which is not always the original sender.
- Search carefully for DBAs when setting the Company so that tickets are associated with the correct client record.
- Notify the assigned agent by Microsoft Teams immediately upon assigning any Urgent or High Priority ticket.
- Post any unknown or unusual tickets, such as Colonial, Aflac, compliance notices, or stop loss emails, to the Service Team channel in Teams before assigning. Do not route without guidance.
Secure Message Handling
- Open the secure message and take a screenshot of the full message content.
- Paste the screenshot directly into the corresponding HubSpot ticket as a Note, then click the image and select “Original” so it displays at full size and is clearly readable.
- Never assign a ticket containing a secure message without first pasting the screenshot into the ticket notes. The assignee does not have access to the secure message portal and must have full context before beginning work.
Point of Contact Service Resolution
The following request types are resolved by the Receptionist at the point of contact, without routing to another team member:
- ID card requests
- PCP (Primary Care Physician) changes
- Physician search assistance
- Demographic changes
- Invoice requests
- Secure message intake and routing
- Premium rate inquiries during Open Enrollment. Outside of Open Enrollment, direct rate questions to Renewals.
Documentation and Workflow Standards
- Document every action taken on a ticket as a HubSpot Note in real time, never retroactively.
- Log all outbound and inbound phone calls directly on the associated ticket. For outbound calls, add the contact to the ticket and dial from the ticket with Device set to Phone. For inbound calls, use “Log a Call” and add notes.
- Add a follow up Task any time a ticket is moved to a Pending status. A pending ticket with no active task is a workflow violation.
- Use Table View exclusively, with the required column order. Board View is not used by the Service Team.
- Maintain the three required ticket views: Unassigned Tickets, My Open Tickets, and My Pending Tickets, each filtered to non closed Service tickets.
- Keep the required company sidebar fields visible: Agent, Company Size, Enrollment Type, and Renewal Date.
- Close tickets only when the request is fully resolved with no remaining open items.
- Stay current on carrier updates, enrollment platform changes, and regulatory developments affecting group health insurance administration.
Team Coverage
- Provide backup to the other receptionist during absences, PTO, and volume peaks so that phone coverage and ticket assignment never lapse.
- Partner with the Client Associate Assistant, who serves as backup across the Service Department, to hand off coverage cleanly when out.
SERVICE LEVEL STANDARDS
Urgent
Must be addressed within 1 hour. Notify the assigned agent by Teams message upon assignment.
High Priority
Must be completed or escalated same day, by end of business.
No priority set
If a ticket does not meet either threshold, leave the Priority field blank. No other priority tiers are used.
Unassigned queue
Zero unassigned tickets at clock out, every day, without exception.
QUALIFICATIONS
Required
- High School Diploma or equivalent required. Associate’s or Bachelor’s degree a plus.
- Minimum 2 years of customer service experience. Insurance, healthcare, or benefits administration strongly preferred.
- Bilingual proficiency in English and Spanish required.
- Professional phone presence and front desk demeanor. This role is the agency’s first impression.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and Microsoft Teams.
- Experience with a CRM or ticketing system. HubSpot experience a plus.
- Strong organizational skills with demonstrated ability to manage competing priorities across a full day queue.
Preferred
- Familiarity with group health insurance products, including medical, dental, vision, FSA/HSA, and supplemental lines.
- Experience in a brokerage, TPA, carrier, or employee benefits agency setting.
- Working knowledge of Employee Navigator or comparable benefits enrollment platforms.
CORE COMPETENCIES
Professionalism
Represents FD National with warmth, polish, and consistency in every client and visitor interaction.
Process Discipline
Follows ticket assignment and documentation SOPs without exception. No queue is left unresolved.
Responsiveness
Acts with urgency on Urgent and High Priority tickets and communicates proactively when delays occur.
Attention to Detail
Populates every required field accurately and catches categorization errors before they reach the assignee.
Team Collaboration
Functions as the operational relay for the full Service Team, sharing knowledge and flagging patterns.
Communication
Adjusts tone and clarity for clients, carriers, and internal teammates. Bilingual fluency is a strong asset.
WHY JOIN FD NATIONAL
- Stable, family owned organization with deep, long term client relationships across South Florida.
- Collaborative service culture with a team that takes accountability seriously and supports one another.
- Clear path for growth into Client Associate Assistant, Client Associate, and Account Management roles.
- Competitive benefits package including health, dental, vision, and life insurance, 401(k) with company match, paid time off, and tuition reimbursement.