Analyst, Customer Solutions & Support

This is a fully remote position, open to applicants in Texas, +1 more state.

📋 Description

• Address customer inquiries, requests, and account-related challenges by utilizing established procedures and knowledge sources.

• Assess customer requests and accompanying documentation for thoroughness.

• Document case details, actions taken, and resolution results in the appropriate systems.

• Monitor assigned work queues, tickets, and transaction volumes effectively.

• Perform production tasks punctually to adhere to service and quality benchmarks.

• Facilitate follow-up communication with internal teams.

• Act as a liaison between Operations and Development regarding systems design, modifications, and troubleshooting efforts.

• Elevate non-standard issues through pre-established channels.

• Collaborate with Product, Operations, and Development teams to ensure support activities align with customer experience goals.

• Function as a subject matter expert for Product and Customer Success on backend processes and Cencora Benefits eServices functionalities.

• Create and manage customer monitoring plans to establish baseline trends and formulate action plans for deviations.

• Recognize recurring issues, documentation deficiencies, and process delays.

• Propose solutions and standard procedures to enhance the build process and elevate customer experience.

• Maintain job aids, templates, and reference materials for efficient operation.

• Execute client-specific projects with consistent quality, value, and timeliness.

• Participate in technical training to support ongoing growth within Customer & Quality Services.

⛳️ Requirements

• A bachelor's degree in business, communications, operations management, health care management, mathematics, or a related field, or equivalent experience is required.

• A minimum of 2 years of experience in customer support, customer operations, electronic health record applications, or a related field is required.

• Certification in quality management, project management, or process improvement is preferred.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.