Representative II, Customer Service

Support customers using services in a healthcare technology division, serving as a key contact for administrators, employers, and integration partners. The role covers responsive client support, onboarding and education, accurate case and CRM records, and coordination with internal teams to improve service and retention.

• Respond to customer questions by phone, email, and chat, providing accurate guidance and resolving issues within established service targets.
• Check in with customers to understand their experience, identify pain points, and strengthen ongoing relationships.
• Lead onboarding sessions and educational webinars, helping customers use available services and tools effectively.
• Record customer information and case outcomes in CRM systems, and
  ** escalate
  * * trends, system problems, or service gaps through established processes.
• Prepare operational and performance reports and contribute to process, system, and service improvements.
• Coordinate with customer success, operations, technical support, product, sales, and finance; help onboard and mentor new representatives.

• High school diploma or GED and 2–3 years of customer service experience; experience in healthcare, technology, education, or another regulated, high-volume setting is preferred.
• Strong written and verbal communication skills, including the ability to explain complex processes clearly and professionally.
• Familiarity with CRM tools, preferably Salesforce, and Microsoft Office; ability to maintain complete and compliant records.
• Strong organization, attention to detail, and ability to manage competing tasks in a fast-paced customer environment.
• Sound troubleshooting and issue-resolution skills, with judgment about when to
  ** escalate**.
• Professionalism, confidentiality, adaptability, collaboration, and interest in continuous improvement.

• Work falls within Monday–Friday operational hours of 8 a.m. to 8 p.m. Eastern Time.
• Benefits include personal and sick leave, 11 paid holidays, medical, dental and vision coverage, a 401(k) match, life insurance, HSA/FSA options, an employee assistance program, and educational assistance.
• The role involves extended sitting, frequent speaking and hearing, computer-related visual work, and occasional walking, standing, reaching, and lifting up to 15 pounds; accommodations may be available.