Customer Support

Job Description: Ensure accurate, timely, and efficient customer support Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-mail Requires in-depth knowledge in areas such as Prescriptions, Plans, Products, Services, and Procedures Quality Assurance testing for company software Research and resolve issues/complaints and determine appropriate resolution(s) Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently May require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel Requirements: One to two years of customer service experience in handling moderate to complex customer inquiries in call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear industries Available to work any shift, including weekends, holidays, and/or overnight Demonstrated internet knowledge and understanding of basic internet browser settings Demonstrated ability to work with multiple software programs simultaneously Working knowledge of MS Office package Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made Excellent interpersonal and rapport-building skills Ability to ask appropriate and relevant questions to identify customer needs Proven problem-solving, negotiations, and decision-making skills Ability to use appropriate discretion and judgment in applying customer/call handling guidelines Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment. Benefits: Eligible bonuses and commissions Drug-free workplace Pre-employment substance abuse testing #J-18808-Ljbffr