Customer Support 1

About the role

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Responsibilities

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners via telephone, in person, or internet/e‑email.
• Maintain in‑depth knowledge (contingent on Line of Business) of prescriptions, plans, products, services, procedures, online purchasing & e‑commerce, internet knowledge, payment processing/collections, eligibility verification, order status, shipping status, and stock availability.
• Accurately complete necessary documentation, letters, and forms; perform quality assurance testing for company software.
• Research and resolve issues/complaints, determine appropriate resolutions, and solve problems that do not fit a “cookie‑cutter” solution.
• Educate and influence customers and prospective customers on the value and benefits of the company’s products, services, and solutions.
• Identify customer trends and communicate to business partners, leaders, and divisions; suggest corrections, changes, or solutions; elevate situations that could have organization‑wide impacts.
• Maintain specific line‑of‑business customer service standards and support level standards.
• Stay current on changes to customer service policy, procedures, and product/service/solution information to respond accurately and consistently.
• Attend benefit fairs, open enrollment meetings, and client meetings (contingent on LOB); available for occasional overnight travel.
• Support Sales Representatives for inquiries related to customer orders (contingent on LOB).
• Serve as first point of contact for Sales Representatives for non‑order inquiries (contingent on LOB).
• Process claims based on business needs and workflow fluctuations (contingent on LOB