Customer Support(Fully Remote)

Sacramento, CA
Remote

$16–$17 Per Hour
Instant Apply

3 days ago

Job Description

Job Summary
Under general supervision, the Customer Support Representative is responsible for delivering accurate, timely, and efficient customer support while responding to customer inquiries across multiple communication channels. This role serves members, clients, providers, and internal/external business partners by resolving routine to complex issues, educating customers on products and services, and ensuring a positive customer experience while meeting established service standards.

Key Responsibilities

Respond to customer inquiries via phone, email, internet, and in-person interactions.
Handle routine to complex customer inquiries while providing timely and accurate resolutions.
Research customer concerns, complaints, and issues to determine the most appropriate resolution.
Resolve customer situations that require creative problem-solving beyond standard procedures.
Educate customers and prospective customers on available products, services, and solutions.
Maintain current knowledge of company policies, procedures, products, and services.
Identify customer trends and communicate findings to leadership and business partners.
Escalate issues that may have broader organizational impact.
Maintain departmental customer service metrics and service level standards.
Accurately complete required documentation, forms, correspondence, and customer records.
Support quality assurance testing of company software when applicable.
Process claims based on business needs and workflow demands (where applicable).
Support Sales Representatives with customer order inquiries, depending on the line of business.
Serve as the first point of contact for Sales Representatives on designated inquiries.
Attend benefit fairs, open enrollment events, and client meetings as needed, including occasional overnight travel (depending on business unit).

Areas of Knowledge
Depending on the assigned line of business, responsibilities may include:

Prescription benefits
Insurance plans and products
Customer services and procedures
Online purchasing and eCommerce
Internet troubleshooting
Payment processing and collections
Eligibility verification
Order and shipping status
Inventory and stock availability
Documentation processing
Software quality assurance testing

Qualifications

1 2 years of customer service experience handling moderate to complex customer inquiries.
Experience in one or more of the following industries preferred:
- Call Center
- Insurance
- Manufacturing
- Software
- Telecommunications
- Retail
- Eyewear
Proficiency with Microsoft Office Suite.
Demonstrated ability to work with multiple software applications simultaneously.
Strong internet knowledge and understanding of common browser settings.
Ability to work flexible schedules, including weekends, holidays, overnight shifts, and overtime as needed.

Required Skills

Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Ability to prioritize multiple tasks in a fast-paced environment.
Excellent problem-solving, negotiation, and decision-making skills.
Ability to actively listen while processing transactions and assisting customers simultaneously.
Strong documentation and recordkeeping skills.
Ability to ask effective questions to identify customer needs.
Sound judgment and discretion when applying customer service policies and procedures.
Ability to work independently and collaboratively within a team environment.

Additional Requirements

If assigned to process payments as a Third-Party Administrator (TPA), candidates must successfully pass a credit check.

Home Office & Technical Requirements
Equipment Provided

Windows 10 Operating System
Client CoreTM i5-7500 Processor (4 Cores)
16 GB DDR4 Memory
256 GB Solid State Drive
Wired Headset

Employee Requirements

Wired internet connection to modem/router (router/modem not provided)
Minimum download speed: 50 Mbps
Minimum upload speed: 10 Mbps
Loaded latency: Less than 150 ms

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Numbers & Facts

Location	Sacramento, CA ( Remote )
Industry	Staffing/Employment Agencies
Salary	$16–$17 Per Hour
Company Size	10,000 employees or more
Year Founded	1956
Website	https://nescoresource.com/

Benefits

Paid Sick Days, Parking, Performance Bonus, Employee Referral Program

About Company

Companies need talent. You want job opportunities.

That’s where we come in. We create meaningful connections between companies and candidates, and we’ve been doing it for over 65 years.
Our national workforce solutions include contract, contract-to-hire, direct placement services, and managed services for a variety of industries.

We employ specialized recruiters focused in Engineering, Information Technology, Accounting & Finance, Administrative & Customer Service, and Manufacturing & Distribution.

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