Client: HealthCare Industry 

Title: Customer Support 1 

Location: Remote 

Duration:4+ months 

Shift: 8:30am – 5:00pm PST 

JOB DESCRIPTION 

• With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals. 

Essential Functions: 

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/email. 
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas: Prescriptions; Plans; Products; Services; Procedures 
• Online purchasing & e-Commerce knowledge 
• Internet knowledge 
• Payment processing/payment collections 
• Eligibility verification 
• Order Status, Shipping Status, and Stock Availability 
• Accurate completion of necessary documentation, letters, and forms processing 
• Quality Assurance testing for company software 
• Research and resolve issues/complaints and determine appropriate resolution(s) 
• Solve problems and assist with issues that may not fit the “cookie-cutter” solution 
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions 
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts 
• Effectively maintain specific line of business Customer Service standards and support level standards 
• Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently 
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel 
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders 
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders 
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations 

Job Specifications: 

Typically has the following skills or abilities: 

• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries 
• Available to work any shift, including weekends, holidays, and/or overnight 
• Demonstrated internet knowledge and understanding of basic internet browser settings 
• Demonstrated ability to work with multiple software programs, simultaneously 
• Working knowledge of MS Office package 
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries 
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made 
• Excellent interpersonal and rapport-building skills 
• Ability to ask appropriate and relevant questions to identify customer needs 
• Proven problem-solving, negotiations, and decision-making skills 
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines 
• Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment 
• If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check