Customer Support

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

📋 Description

• Deliver precise, prompt, and effective customer support with general oversight.

• Address both routine and intricate inquiries from members, clients, providers, and internal/external business associates.

• Manage inquiries via telephone, in-person interactions, and through internet/email communication.

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

• Accurately complete documentation, letters, and forms.

• Conduct quality assurance testing for company software.

• Investigate and resolve issues and complaints.

• Address non-standard customer challenges.

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

• Identify customer trends and relay them to business partners, leaders, and departments.

• Recommend corrections, changes, or solutions and appropriately escalate organization-wide issues.

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

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

• Attend benefit fairs, open enrollment meetings, and client meetings as needed, with occasional overnight travel.

• Assist Sales Representatives with customer order inquiries when necessary.

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

• Process claims based on business needs and workflow variations as needed.

⛳️ Requirements

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

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

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

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

• Capability to operate multiple software programs simultaneously.

• Proficient in the MS Office suite.

• Strong verbal communication abilities.

• Strong written communication capabilities.

• Excellent interpersonal and relationship-building skills.

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

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

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

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

• If functioning as a third-party administrator for payment processing, a credit check will be required.

• Required home setup: Windows 10, Intel Core i5-7500 CPU, 16GB DDR4 memory, 256GB solid-state hard drive, wired headset, wired router/modem connection.

• Home internet requirements: 50 Mbps download, 10 Mbps upload, with latency below 150 ms.

• Must display a high level of engagement in virtual settings, including maintaining camera presence during meetings.

🏝️ 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.

• Camera presence during virtual meetings.

• Equal opportunity employment.

• Drug-free workplace.

• Pre-employment substance abuse testing.