Customer Support(Fully Remote)

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