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

📋 Description

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

• Address routine and specific non-routine customer concerns utilizing established policies, procedures, knowledge articles, and system workflows.

• Assess customer, order, account, or case details to ensure completeness, identify discrepancies, and resolve or redirect issues appropriately.

• Engage with customers and internal stakeholders to gather missing information, provide status updates, confirm next steps, and facilitate handoffs.

• Document case actions, outcomes, and necessary paperwork in specified systems.

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

• Refer atypical, high-risk, or complex issues with a concise problem summary, actions taken, and suggested next steps.

⛳️ Requirements

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

• 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 area is required.

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

• Shift: 8am-5pm MST