Customer Service Specialist

Position Overview Handles more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements. What You’ll Do Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments. Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries. Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs. Ensure accurate and complete documentation of customer cases, including resolution steps, follow‑up actions, and feedback for quality assurance. Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross‑functional issues impacting customer experience. Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors. What You’ll Bring To Zelis HS Diploma & 1-3 years of relevant experience. Proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents. Advanced organizational and documentation skills across multiple concurrent projects. Effective communication with cross‑functional teams and stakeholders. Proficiency in Microsoft Office Suite and ability to learn and apply new tools and technologies. Detail‑oriented with strong analytical and problem‑solving abilities. Ability to work independently with minimal supervision and contribute actively to team success. Location and Workplace Flexibility Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. All employee work locations are based on the needs of the position and are determined by the Leadership team. In‑office work and activities vary based on work and team objectives in accordance with Company policies. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule. Base Salary Range $15.00 - $19.00 per hour. At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job‑related and industry‑related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role. Benefits Zelis’ full‑time associates are eligible for a highly competitive benefits package, including a 401(k) plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits such as medical, dental, vision, and prescription drug coverage. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email View email address on click.appcast.io. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time. #J-18808-Ljbffr