Customer Support Specialist II – Omnichannel

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

📋 Description

• Deliver empathetic and solution-focused support to clients and providers via email, chat, and phone communication.

• Diagnose and resolve platform issues encountered by patients and providers.

• Facilitate effective communication between clients and providers to coordinate care, escalating sensitive matters as necessary.

• Collaborate with insurance agents and navigate carrier platforms to confirm plan benefits and status.

• Research, interpret, and clarify benefit details and out-of-pocket expenses in accordance with the client's plan.

• Advocate for payers and clients by identifying friction points in the customer experience and suggesting improvements to processes or products in alignment with the partner’s mission.

• Handle high-acuity interactions with empathy and positivity.

• Conduct yourself with professionalism, addressing client and provider requests in line with the Compliance and Professionalism guidelines set forth by Crescendo and the partner organization.

• Execute project responsibilities and tasks that align with your skills and expertise as assigned by program management.

⛳️ Requirements

• A passion for delivering outstanding customer experiences and the ability to turn challenging situations into opportunities to surpass customer expectations.

• Capacity to excel in a fast-paced and changing environment; must be adaptable.

• Proven track record of managing a high volume of customer interactions while providing quality, empathetic support.

• Strong aptitude for independently resolving conflicts while maintaining empathy in difficult situations.

• Knowledge of active listening techniques.

• Comfortable with technology and capable of following standard troubleshooting protocols.

• Experience in delivering clear, concise, and professional communication both verbally and in writing.

🏝️ Benefits

• Full-time employment.

• Competitive compensation based on experience.

• A dedicated wellness program, including support from an in-house psychologist.

• Comprehensive benefits package including medical, dental, and vision options tailored to location.

• Access to complimentary posture-based fitness workouts from home.

• Paid Sabbatical Leave.

• Training opportunities provided by Crescendo and external organizations.

• One-on-one coaching with feedback sessions, mentorship, and chances for cross-functional development.