Customer Support Specialist

Benefits Summary

• Flexible and hybrid work arrangements
• Paid time off/Paid company holidays
• Medical plan options/prescription drug plan
• Dental plan/vision plan options
• Flexible spending and health savings accounts
• 401(k) retirement savings plan with a Roth savings option and company matching contributions
• Educational assistance program

Overview

The Customer Support Specialist is responsible for providing timely responses for all inquiries to the department. Customer Support Services provides first-level phone and e-mail support to current customers, prospective customers and consumers on a daily basis. In addition, there are administrative tasks assigned to each Specialist. B2B products and services are mainly subscription-based online publications along with some print reference publications.

Responsibilities

• Answer daily flow of inbound calls ensuring timely accurate responses to all inquiries• Occasionally input orders or requested minor changes into internal billing/fulfillment system• Create new customer accounts and process account maintenance requests• Assist consumers/customers with web site navigation and e-commerce transactions• Complete daily administrative tasks• Escalate complex customer issues for resolution to the Client Services Team Leader• Participate in special projects or other related duties as assigned by manager

Qualifications

• Associate''s Degree preferred• Minimum 2 to 4 years prior Customer Service experience required• Insurance industry experience preferred• Bilingual (English/Spanish) a plus, but not required

Skills

• Excellent interpersonal, customer service skills, including outstanding phone etiquette, positive attitude, professional courtesy, and active listening • Effective communication skills, both written and verbally • Excellent organization and time management skills • Ability to quickly learn and retain detailed information about products and web site navigation • Willingness to take direction • Ability to work independently and as part of a team • Strong technical skills, computer/internet literacy including MS Office Suite and customer management tools • Regular and reliable attendance