Customer Care Specialist

Job Title

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 yrs
• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
• Demonstrates advanced organizational and documentation skills across multiple concurrent projects.
• Communicates effectively with cross-functional teams and stakeholders.
• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.
• Detail-oriented with strong analytical and problem-solving abilities.
• Works independently with minimal supervision and contributes actively to team success.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Base Salary Range

$15.00 - $19.00

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.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including 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. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

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.