Customer Support

📋 Description

• Address customer inquiries, ranging from straightforward to intricate, from members, clients, providers, and both internal and external business partners; inquiries may be received via telephone, in-person, or through the internet/email.

• Depending on the Line of Business (LOB), comprehensive knowledge in areas such as Prescriptions, Plans, Products, Services, and Procedures is required.

• Proficient understanding of online purchasing and e-Commerce.

• Experience with payment processing and collections.

• Verification of eligibility.

• Tracking Order Status, Shipping Status, and Stock Availability.

• Accurate completion of necessary documentation, letters, and forms processing.

• Conduct Quality Assurance testing for company software.

• Investigate and resolve issues/complaints, determining appropriate resolutions.

• Address problems and provide assistance with issues that may not conform to standard solutions.

• Effectively educate and influence customers and prospective clients regarding the value and benefits of the company's products, services, and solutions.

• Identify customer trends and relay them to relevant business partners, leaders, and divisions; propose necessary adjustments, changes, or solutions; appropriately escalate situations that may affect the organization as a whole.

• Consistently uphold specific Customer Service standards and support level standards for the line of business.

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

• Depending on the LOB, attendance at benefit fairs, open enrollment meetings, and client meetings may be required to provide information to attendees; occasional overnight travel may be necessary.

• Based on the LOB, may assist Sales Representatives with inquiries related to customer orders.

• Depending on the LOB, may serve as the initial point of contact for Sales Representatives regarding non-order-related inquiries.

• Based on the LOB, may process claims as dictated by business needs and workflow variations.

⛳️ Requirements

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

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

• Demonstrated knowledge of the internet and a strong understanding of basic internet browser settings.

• Proven ability to work with multiple software programs simultaneously.

• Familiarity with the MS Office suite.

• Strong verbal communication skills to prioritize various tasks and respond to incoming calls and inquiries.

• Excellent written communication skills for documenting customer situations and preparing letters to confirm agreements.

• Outstanding interpersonal skills and the ability to build rapport.

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

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

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

• Skill in listening, processing transactions, and engaging with customers simultaneously in a fast-paced setting.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.