Customer Support Assistant
Required Function Knowledge,
Skills and Abilities
Ability to demonstrate customer service skills. Ability to use and decipher file details. Ability to use de-escalation techniques on calls. Ability to pay attention to detail while on calls or processing files. Ability to display manual dexterity in the use of a PC, phone, sorting, filing, and other office equipment. Ability to demonstrate good keyboard skills. Ability to maintain patient confidentiality.
Ability to work independently, under pressure, and within restricted time frames. Ability to adapt and thrive in a changing environment. Ability to manage time effectively. Ability to demonstrate a strong knowledge of customer service principles and practices.
Key Responsibilities Answer incoming calls and provide courteous, professional, and knowledgeable assistance. Follow established quality guidelines and security procedures during every customer interaction. Use designated systems and available resources to research account information and answer customer questions accurately. Resolve basic inquiries and escalate complex matters to the appropriate team members when needed. Accurately document customer interactions and update account histories. Follow up as appropriate to confirm that customer inquiries or requests have been resolved.
Meet established service-level agreements (SLAs), quality standards, and productivity expectations. Collaborate with team members, management, and other stakeholders to resolve customer inquiries. Identify and recommend opportunities to improve procedures, workflows, and the customer experience. Perform other duties as assigned.
Work Schedule & Location This is a remote position within the USA. Position operates Monday through Friday, with shifts scheduled within standard office hours of 6:50 AM to 6:30 PM CST. Specific shift assignments will fall within this time range based on business needs. Requires the ability to communicate clearly via phone and computer, as well as manual dexterity for office equipment use.
Assessment & Interview Requirements As part of the interview process, all candidates must complete the Harver Assessment. The assessment evaluates key competencies relevant to the role, including:
Communication skills Multitasking abilities Problem-solving capabilities Video cameras must be used during all interviews and during the initial week of orientation.
Technical Requirements To work effectively in a teleworker or hybrid position with Gainwell, employees must have: A broadband internet connection with a minimum speed of: 24 Mbps download 8 Mbps upload Higher internet speeds are recommended for optimal performance. To test internet speed, search "Internet Speed Test" on Google.
Qualifications Required High school diploma or G.E.D. required. Preferred Additional education preferred. 2 years of call center or customer service experience. Experience in a healthcare or insurance environment. Familiarity with help desk or CRM systems. Skills Strong customer service orientation. Excellent verbal and written communication skills. Proficiency in:
Microsoft Outlook Microsoft Word Microsoft Excel
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).