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.