Customer Support

With minimal supervision, provide education and assistance to internal and external customers in a manner that supports the achievement of the company's satisfaction, growth, and operational excellence goals.

Act as the first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs).

Respond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; effectively position messages in a manner that supports divisional and corporate strategies as necessary to ensure appropriate resolutions.

• Provide in-depth knowledge in areas such as prescriptions, plans, products, services, and procedures.
• Demonstrate online purchasing and e‑Commerce knowledge.
• Use internet platforms and payment processing/payment collections.
• Verify eligibility, order status, shipping status, and stock availability.
• Accurately complete necessary documentation, letters, and form processing.
• Guide customers to solutions that support strategic initiatives.
• Identify and analyze trends, communicate to business partners, and suggest corrective actions.
• Elevate situations with broader customer or business impacts.
• Utilize policies, procedures, medical terminology, telephone and writing techniques; keep up to date with changes.
• Maintain and organize correspondence; recommend updates to online knowledge management tools.
• Assist leadership staff with coaching and policy/procedural support to CSRs.
• Document performance opportunities from escalated calls and provide to supervisors.
• May create and manage monthly audit inventory assignments.
• May assist with complaints and grievances monitoring, reporting, etc.
• May help identify technical issues and provide details to software development team.
• Use multiple hardware and software tools to troubleshoot a variety of issues.

• Two to four years of customer service experience handling complex issues in a high‑volume environment.
• One year of working ACD calls within a call center environment.
• Available to work any shift, including weekends, holidays, and overnight.
• Demonstrated effective written communication skills; business writing, grammar, punctuation for letter, email, and webchat correspondence.
• Ability to work independently and within a team with minimal supervision; takes initiative.
• Strong interpersonal skills with ability to coach all levels of employees.
• Document customer situations clearly and prepare letters confirming verbal agreements.
• Excellent problem‑solving, critical thinking and negotiation skills.
• Capability to work at a computer at least 90% of the time.
• Ability to work within multiple complex systems to extract needed information.
• For TPA processing payment, candidates will undergo a credit check.

• Operating System:
  Windows 10 (provided).
• Computer:
  Intel Core i5‑7500 (4 Cores/6MB/4T/3.6GHz), 16 GB DDR
  4.
• Hard drive: 256 GB SSD.
• Company‑provided wired headset.
• Wired network connection to router/modem (cable provided; router/modem not provided).
• Minimum download speed: 50 Mbps; upload speed: 10 Mbps; latency