Customer Support Representative

Job Description

Join our team as a Customer Support Representative and provide exceptional service to our customers. You will be responsible for answering a wide range of inquiries from members, clients, providers, and internal/external business partners through various channels, including telephone, in-person interactions, and online communication. In this role, you will utilize your in-depth knowledge of prescriptions, plans, products, services, and procedures to resolve issues and provide accurate information. You will also assist with online purchasing and e-commerce inquiries, payment processing, eligibility verification, and order status updates. We are seeking a proactive individual who can effectively educate and influence customers on the value and benefits of our products and services. You will identify customer trends, suggest improvements, and escalate critical situations as needed. Maintaining high Customer Service standards and staying current with policy changes are essential aspects of this position. Depending on the line of business, you may also attend benefit fairs and client meetings, and support Sales Representatives with customer order inquiries.

Qualifications

To succeed in this role, you should possess the following qualifications: 1. One to two years of customer service experience in a call center, insurance, manufacturing, software, telecommunications, retail, or eyewear environment, handling moderate to complex inquiries. 2. Availability to work any shift, including weekends, holidays, and/or overnight shifts. 3. Solid understanding of internet browser settings and proficiency in using multiple software programs simultaneously. 4. Working knowledge of MS Office. 5. Excellent verbal and written communication skills to prioritize tasks and document customer interactions effectively. 6. Strong interpersonal and rapport-building abilities. 7. Proven problem-solving, negotiation, and decision-making skills. 8. Ability to exercise discretion and judgment in applying customer/call handling guidelines. 9. Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment.

Benefits

We offer a comprehensive benefits package, including: - Health insurance - 401(k) matching - Flexible work hours - Paid time off - Remote work options