This is a fully remote position, open to applicants in Idaho.

📋 Description

• Manage a personal workload by prioritizing customer inquiries, cases, transactions, or service requests to achieve service-level and quality objectives.

• Address routine and certain non-routine customer concerns by utilizing established policies, procedures, knowledge resources, and system workflows.

• Assess customer, order, account, or case details to ensure completeness, detect discrepancies, and rectify or redirect issues.

• Interact with customers and internal stakeholders to gather missing information, offer status updates, confirm next steps, and ensure accurate transitions.

• Document case actions, results, and necessary paperwork in the appropriate systems.

• Utilize standard reports, checklists, and data metrics to identify recurring mistakes or service deficiencies and implement minor process or template enhancements.

• Refer unusual, high-risk, or complex issues with a comprehensive summary, actions taken, and suggested next steps.

⛳️ Requirements

• High School Diploma/GED or equivalent experience is required.

• A minimum of 2 years of experience in customer service, customer support, contact center operations, help desk support, order or case management, or a related operational support field is necessary.

• Certification in customer service, IT service management, contact center operations, or healthcare administration is preferred.

• Shift: 8am-5pm EST.