Customer Support Representative

Position Summary

Under general supervision, the Customer Support Representative provides accurate, timely, and efficient customer service while ensuring a positive customer experience. This role is responsible for responding to customer inquiries, resolving issues, and supporting the achievement of departmental service goals.

Essential Responsibilities

• Respond to routine and complex customer inquiries from members, clients, providers, and internal/external business partners via phone, email, internet, or in person.
• Provide support related to:
  • Prescriptions, plans, products, services, and procedures
  • Online purchasing and e-commerce
  • Internet-related inquiries
  • Payment processing and collections
  • Eligibility verification
  • Order status, shipping status, and product availability
  • Documentation, correspondence, and form processing
  • Quality assurance testing for company software
• Research and resolve customer issues and complaints while determining appropriate solutions.
• Resolve issues that require critical thinking beyond standard procedures.
• Educate customers and prospective customers on available products, services, and solutions.
• Identify customer trends and communicate findings to leadership and business partners.
• Recommend process improvements and escalate issues that may have broader organizational impact.
• Maintain established customer service and support level standards.
• Stay current on customer service policies, procedures, products, and service updates.
• Support sales representatives with customer-related inquiries when applicable.
• Serve as a point of contact for sales representatives on non-order-related inquiries, when applicable.
• Process claims as needed based on business demands and workflow.
• Attend benefit fairs, open enrollment meetings, client meetings, and occasional overnight travel when required by the line of business.

Qualifications

• One to two years of customer service experience handling moderate to complex customer inquiries in environments such as:
  • Call centers
  • Insurance
  • Manufacturing
  • Software
  • Telecommunications
  • Retail
  • Eyewear or healthcare
• Ability to work flexible schedules, including weekends, holidays, and overnight shifts as needed.
• Demonstrated knowledge of internet browsers and online navigation.
• Experience working with multiple software applications simultaneously.
• Proficiency with Microsoft Office applications.
• Strong verbal communication skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Excellent written communication skills for documenting customer interactions and preparing correspondence.
• Strong interpersonal and relationship-building skills.
• Ability to ask effective questions to identify customer needs.
• Excellent problem-solving, negotiation, and decision-making abilities.
• Sound judgment and discretion when applying customer service guidelines.
• Ability to listen, document, process transactions, and interact with customers simultaneously in a high-volume environment.

Additional Information

• Positions involving third-party payment processing may require a credit check.