Customer Support

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

📋 Description

• Deliver precise, timely, and effective customer support under general supervision.

• Address both routine and complex inquiries from members, clients, providers, and internal/external business partners via telephone, in person, or digital communication.

• Utilize knowledge of line-of-business regarding prescriptions, plans, products, services, procedures, e-commerce, internet usage, payment processing, eligibility, order/shipping status, and inventory availability.

• Complete necessary documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints, determining suitable resolutions.

• Tackle non-standard customer challenges.

• Educate and influence customers and potential customers about the company’s products, services, and solutions.

• Identify customer trends and relay them to business partners, leaders, and divisions; propose corrections, changes, or solutions.

• Escalate matters that could impact the organization as a whole.

• Uphold line-of-business customer service and support-level standards.

• Stay updated on customer service policies, procedures, and product/service information.

• Depending on the line of business, participate in benefit fairs, open enrollment meetings, and client meetings.

• Depending on the line of business, assist Sales Representatives with customer-order inquiries or act as their primary point of contact.

• Depending on the line of business, process claims according to business requirements and workflow variations.

⛳️ Requirements

• One to two years of experience in customer service, managing moderate to complex inquiries.

• Background in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

• Availability to work various shifts, including weekends, holidays, and/or overnight.

• Demonstrated understanding of basic internet browser settings and internet knowledge.

• Capability to operate multiple software programs concurrently.

• Proficient in the MS Office suite.

• Strong verbal communication abilities.

• Strong written communication skills.

• Exceptional interpersonal skills and ability to build rapport.

• Competence in asking relevant questions to ascertain customer needs.

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

• Ability to exercise discretion and judgment when applying customer/call handling guidelines.

• Capacity to listen, process transactions, and engage with customers simultaneously in a fast-paced environment.

• Credit check required if the role involves acting as a third-party administrator for payment processing.

• Proficient with Windows 10.

• Intel® Core™ i5-7500 CPU or equivalent provided equipment.

• 16GB DDR4 memory provided equipment.

• 256GB solid-state hard drive provided equipment.

• Wired connection to router/modem required; router/modem not included.

• Minimum download speed of 50 Mbps per user on home network.

• Minimum upload speed of 10 Mbps per user on home network.

• Latency below 150 ms.

• High engagement in virtual settings, including maintaining camera presence during meetings.

🏝️ Benefits

• Company-provided operating system, CPU, memory, hard drive, and wired headset.

• Eligibility for bonuses and commissions may be included in the compensation package.

• Flexible remote work arrangement.

• Occasional overnight travel opportunities or requirements based on the line of business.