About this role
Work Environment
• Must be available to work varying shifts, including participation in a rotating 24/7 support schedule. • Overtime may be required based on business needs.
Key Responsibilities:
• Respond to customer inquiries, requests, and service-related concerns through voice and non-voice channels (phone, email, and case management systems) in a timely, professional, and customer-focused manner. • Provide accurate, complete, and consistent information regarding products, services, policies, procedures, billing, account management, and company processes while ensuring compliance with established guidelines. • Demonstrate active listening, empathy, and effective communication skills to understand customer needs, build rapport, de-escalate difficult situations, and deliver positive customer experiences. • Meet or exceed established performance metrics and service level expectations, including quality, productivity, customer satisfaction, response time, average handling time, first contact resolution, and adherence targets. • Accurately document all customer interactions, actions taken, resolutions provided, and follow-up activities within company systems, ensuring data integrity and complete records. • Investigate and resolve customer concerns by utilizing available tools, knowledge resources, and established procedures while exercising sound judgment and critical thinking. • Escalate complex, high-risk, or unresolved customer issues to the appropriate support teams, leaders, or business units while ensuring proper ownership and follow-through. • Manage multiple customer interactions simultaneously in a fast-paced environment, prioritizing workload effectively while maintaining quality and attention to detail. • Support back-office and administrative functions, including case processing, account updates, documentation reviews, transaction verification, and other operational tasks as assigned. • Build and maintain positive customer relationships by consistently demonstrating professionalism, accountability, and a commitment to service excellence. • Adhere to company policies, procedures, regulatory requirements, security standards, data privacy regulations, and confidentiality guidelines when handling customer information and transactions. • Collaborate effectively with team members, supervisors, and cross-functional partners to resolve customer issues, share best practices, and achieve team objectives. • Maintain up-to-date knowledge of products, services, systems, and process changes through continuous learning, training participation, and self-development. • Identify customer pain points, recurring issues, and process gaps, and provide constructive feedback and recommendations to improve customer experience, service delivery, and operational efficiency. • Demonstrate flexibility in supporting varying business needs, including schedule changes, queue assignments, channel support (voice and non-voice), and special projects as required. • Consistently uphold professional standards, attendance expectations, productivity requirements, and quality performance objectives while contributing to a positive and inclusive team environment.
Qualifications
• High School Diploma, GED, or equivalent required; Associate's Degree preferred. • Minimum of 4 years of experience in customer service, contact center, healthcare, or a related environment. • Strong verbal and written communication skills. • Proficient in Microsoft Office and other business systems. • Excellent problem-solving, organizational, and time management skills. • Ability to manage multiple priorities in a fast-paced environment.