Customer Support

Position Overview

We are seeking a customer-focused Customer Support Representative to provide accurate, timely, and efficient support to members, clients, providers, sales representatives, and internal/external business partners.

This position handles a variety of customer inquiries ranging from routine to complex and requires strong problem-solving, communication, and multitasking skills. The ideal candidate has experience working in a fast-paced customer service environment and is comfortable navigating multiple systems while assisting customers.

Key Responsibilities

Customer Service & Support

• Respond to routine and complex customer inquiries via telephone, email, internet, and other communication channels.
• Assist members, clients, providers, sales representatives, and internal/external business partners.
• Research customer questions, issues, and complaints and determine appropriate resolutions.
• Handle situations that may not have a standard or "cookie-cutter " solution.
• Ask appropriate questions to identify customer needs and provide accurate solutions.
• Educate customers and prospective customers on available products, services, solutions, and benefits.
• Maintain established customer service and support-level standards.
• Accurately document customer interactions, resolutions, and agreements.

Account, Order & Transaction Support

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

• Providing information regarding prescriptions, plans, products, services, and procedures.
• Assisting with online purchasing and e-commerce inquiries.
• Processing payments and payment collections.
• Verifying customer or member eligibility.
• Providing order status, shipping status, and stock availability information.
• Completing required documentation, letters, and forms.
• Supporting customer order inquiries from Sales Representatives.
• Serving as a point of contact for Sales Representatives on non-order-related inquiries.
• Processing claims based on business needs and workflow.
• Performing quality assurance testing for company software.

Issue Resolution & Business Support

• Identify customer trends and communicate findings to appropriate business partners and leadership.
• Recommend potential corrections, process improvements, or solutions based on customer feedback.
• Escalate situations that may have a broader organizational impact.
• Remain current on customer service policies, procedures, products, services, and solutions.
• Apply appropriate discretion and judgment when following customer and call-handling guidelines.
• Balance customer service, transaction processing, research, and documentation in a fast-paced environment.
• Depending on the line of business, attend benefit fairs, open enrollment meetings, or client meetings to provide information to attendees.
• Occasional overnight travel may be required depending on the assignment.

Qualifications

• 1 2 years of customer service experience handling moderate to complex customer inquiries.
• Experience may come from a call center, insurance, manufacturing, software, telecommunications, retail, eyewear, or similar customer-facing environment.
• Ability to work various shifts, potentially including weekends, holidays, and/or overnight hours.
• Working knowledge of Microsoft Office.
• Strong internet knowledge, including basic browser settings.
• Ability to navigate and work within multiple software applications simultaneously.
• Strong verbal and written communication skills.
• Excellent interpersonal and rapport-building abilities.
• Strong problem-solving, negotiation, and decision-making skills.
• Ability to prioritize multiple responsibilities while remaining available for incoming calls and inquiries.
• Ability to accurately document customer situations and prepare written correspondence.
• Ability to listen, process transactions, document information, and interact with customers simultaneously.
• Ability to exercise sound judgment and discretion when resolving customer issues.

Additional Requirements

• If the position acts as a third-party administrator for payment processing, candidates may be subject to a credit check.
• Candidates must be able to meet the required internet and home-network specifications for remote work.

Remote Work & Technical Requirements

Equipment Provided:

• Windows 10 computer
• Client Core i5-7500 processor or equivalent provided equipment
• 16 GB memory
• 256 GB solid-state hard drive
• Wired headset
• Wired connection cable

Candidate Requirements:

• Router/modem is not provided.
• A wired connection to the router/modem is required.
• Minimum download speed: 50 Mbps per user on the home network.
• Minimum upload speed: 10 Mbps per user on the home network.
• Loaded latency: Less than 150 ms.