About this role

Provide education and assistance to internal and external customers
Act as a first point of contact in addressing the complex and escalated customer concerns
Respond to routine and complex inquiries from members, doctors, clients and consumers
Demonstrate confidence and skill in guiding customers in arriving at solutions
Maintain and organize correspondence to ensure consistent, accurate, and professional responses
Document performance opportunities acquired through escalated calls or frequent agent interactions
May assist in identifying technical issues through problem duplication and manipulation of customer data.

Two to four years of customer service experience handling complex issues in a high-volume environment
One year of taking ACD calls within a call center environment
Demonstrated effective written communication skills, including business writing, grammar, and punctuation
Demonstrated ability to work independently and within a team with minimal supervision
Excellent problem-solving, critical thinking, and effective negotiation skills
Ability to work at a computer at least 90% of the time
Ability to work within multiple complex systems to extract information needed to support customers.

Customer Support

Key skills