Senior Customer Support - Conway, AR (Onsite)
Your role in our mission
This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes. Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed. Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved. Adhere to the client’s SLAs and consistently meet production targets. Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes. Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow.
What We're Looking For
- 2 or more years of customer service experience in any industry
- Knowledge of basic help desk software, computer software and Microsoft Office applications
- Strong problem-solving skills to bring inquiries to effective resolution
- Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
- Able to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries
What You Should Expect In This Role
- An onsite position in Conway, AR
- Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process
- Video cameras must be used during all interviews, as well as during the initial week of orientation
Employee Benefits & Perks
- Health benefits (medical, dental, and vision) begin on Day 1 of employment
- 401(k) with company match and additional benefits become available within the first few months
- Employees can take advantage of the flexible vacation policy after 90 days of employment
Pay Range
The pay range for this position is $28,500.00 - $40,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.