Customer Support Representative

📋 Description

• Act as the primary contact for members, clients, providers, pharmacies, and clinicians, providing thorough customer support—including technical assistance—with empathy and efficiency.

• Proactively oversee and manage all assigned work queues, which include internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolutions.

• Independently prioritize and carry out tasks in a fast-paced, deadline-driven remote environment.

• Exhibit advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to facilitate daily operations.

• Strictly comply with all relevant state and federal regulations concerning the handling of personal health information (PHI).

• Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud.

• Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer issues.

• Thoroughly document all customer interactions and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership.

• Maintain a high level of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud.

⛳️ Requirements

• Strong understanding of medical terminology and basic healthcare operations.

• Knowledge of HIPAA regulations related to the privacy and security of personal health information.

• 3–5 years of experience in customer support, technical support, or client services, with a proven track record of delivering exceptional service.

• Previous experience in a call center or medical office setting is preferred.

• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.

• Strong organizational and interpersonal skills, along with a collaborative mindset.

• Advanced proficiency in Microsoft Office Suite.

• Experience with CRM and helpdesk platforms, particularly Salesforce and Service Cloud, is preferred.

• Proficiency in managing support tickets and navigating complex customer interactions.

• Analytical and detail-oriented, possessing a problem-solving mindset.

• Completion of some college coursework is a plus.

• Bilingual proficiency in Spanish is a plus.

🏝️ Benefits

• Various health and medical coverage options.

• Dental and vision coverage.

• Disability and life coverage.

• Monthly medical waiver allowance.

• Flexible paid time off, including Summer Fridays.

• Employer match 401k plan.

• Monthly phone stipend.

• First Stop Health membership benefit.