Customer Support 1

About the role

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-mail.

Responsibilities

• Respond to customer inquiries in a manner that supports the achievement of goals.
• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-mail.
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas: Prescriptions, Plans, Products, Services, and Procedures
• Online purchasing & e-Commerce knowledge
• Internet knowledge
• Payment processing/payment collections
• Eligibility verification
• Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues/complaints and determine appropriate resolution(s)
• Solve problems and assist with issues that may not fit the “cookie-cutter” solution
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts
• Effectively maintain specific line of business Customer Service standards and support level standards
• Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations

Requirements

• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
• Available to work any shift, including weekends, holidays, and/or overnight
• Demonstrated internet knowledge and understanding of basic internet browser settings
• Demonstrated ability to work with multiple software programs simultaneously
• Working knowledge of MS Office package
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
• Excellent interpersonal and rapport-building skills
• Ability to ask appropriate and relevant questions to identify customer needs
• Proven problem-solving, negotiations, and decision-making skills
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines
• Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment

Qualifications

• If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check

Skills

• Typically Has The Following Skills Or Abilities

Benefits

Salary Ranges: $15.75 - $22.58

Pay

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law.

Schedule

As a part of the compensation package, this role may include eligible bonuses and commissions.