Customer Support

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

📋 Description

• Deliver accurate, prompt, and effective customer support under general supervision.

• Address routine and intricate inquiries from members, clients, providers, and both internal and external business partners via telephone, in-person interactions, or through internet/email.

• Utilize knowledge of prescriptions, plans, products, services, procedures, e-commerce, internet usage, payment processing, eligibility verification, order/shipping status, and stock availability relevant to the line of business.

• Accurately complete necessary documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints, determining appropriate solutions.

• Address non-standard customer issues and assist with matters requiring judgment.

• Educate and influence customers and potential customers regarding company products, services, and solutions.

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

• Escalate situations with potential organization-wide implications.

• Uphold customer service and support-level standards.

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

• Attend benefit fairs, open enrollment meetings, and client meetings as required by the line of business.

• Assist Sales Representatives with customer order inquiries when necessary.

• Act as the initial point of contact for Sales Representatives when needed.

• Process claims based on business requirements and workflow changes as required.

⛳️ Requirements

• One to two years of customer service experience managing moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear sectors.

• Availability to work any shift, including weekends, holidays, and/or overnight hours.

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

• Ability to work with multiple software programs concurrently.

• Proficient in the MS Office suite.

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

• Competent written communication skills to document customer situations and draft letters.

• Exceptional interpersonal and rapport-building abilities.

• Capability to ask pertinent and relevant questions to ascertain customer needs.

• Demonstrated problem-solving, negotiation, and decision-making abilities.

• Ability to use discretion and judgment while applying customer/call handling guidelines.

• Skilled in listening, processing transactions, and interacting with customers simultaneously in a fast-paced environment.

• Candidates may undergo a credit check if the position serves as a third-party administrator for payment processing.

• Required home internet and equipment: 50 Mbps download speed, 10 Mbps upload speed, latency under 150 ms, wired connection to router/modem (router/modem not provided).

• Must maintain camera presence during meetings and show high engagement in virtual settings for remote or hybrid roles.

• Must adhere to information security and privacy policies when handling sensitive personal information.

• Pre-employment substance abuse testing is required.

🏝️ Benefits

• Company-provided Windows 10 computer.

• Company-provided Intel® Core™ i5-7500 CPU.

• Company-provided 16GB DDR4 memory.

• Company-provided 256GB solid-state hard drive.

• Company-provided wired headset.

• Work-from-home equipment support.

• Equal opportunity employer.

• Drug-free workplace.

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

• Opportunities for occasional overnight travel/attendance at benefit fairs, open enrollment meetings, and client meetings, depending on the line of business.