Customer Support

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

📋 Description

• Provide accurate, prompt, and effective customer support

• Address customer inquiries that vary from basic to complex from members, clients, providers, and internal/external business partners; inquiries can be received via phone, in-person, or through the internet/email

• Requires comprehensive knowledge in areas such as Prescriptions, Plans, Products, Services, and Procedures

• Conduct Quality Assurance testing for company software

• Investigate and resolve issues/complaints and determine suitable resolutions

• Effectively educate and influence both current and potential customers regarding the value and benefits offered by the company's products, services, and solutions

• Identify customer trends and communicate them to relevant business partners, leaders, and divisions; recommend necessary corrections, changes, or solutions; appropriately escalate situations that could have organization-wide implications

• Stay updated on all changes to Customer Service policies, procedures, and product/services/solutions information to respond accurately and consistently to customer inquiries

• May require participation in benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel

⛳️ Requirements

• One to two years of customer service experience dealing with moderate to complex customer inquiries in call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors

• Must be available to work any shift, including weekends, holidays, and/or overnight

• Proven knowledge of the internet and understanding of basic internet browser settings

• Demonstrated ability to work with multiple software applications concurrently

• Proficient in the MS Office suite

• Strong verbal communication skills to prioritize multiple tasks and to handle incoming calls and inquiries

• Strong written communication skills for accurately documenting customer situations and preparing letters to confirm agreements

• Exceptional interpersonal and rapport-building abilities

• Capability to ask relevant and appropriate questions to ascertain customer needs

• Proven skills in problem-solving, negotiation, and decision-making

• Ability to exercise appropriate discretion and judgment in applying customer/call handling guidelines

• Ability to listen, process transactions, and engage with customers simultaneously in a dynamic environment

🏝️ Benefits

• Eligible for bonuses and commissions

• Drug-free workplace

• Pre-employment substance abuse testing