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. Responsibilities 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. Qualifications HS Diploma & 1–3 years of experience required. 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 quickly learn new tools and technologies. Detail‑oriented with strong analytical and problem‑solving abilities. Works independently with minimal supervision and contributes actively to team success. Note: We are unable to proceed with candidates who require visa sponsorship now or in the future. Location and Workplace Flexibility Zelis is headquartered in the U.S. with multiple locations across the country and in Hyderabad, India. Candidates within approximately 50 miles of a U.S. office are generally preferred for collaboration. Our hybrid approach is flexible, with in‑office presence guided by team and business needs rather than a fixed weekly schedule. Base Salary Range $15.00 – $19.00 per hour. Benefits Zelis offers a competitive benefits package including a 401(k) plan with employer match, flexible paid time off, holidays, parental leave, life and disability insurance, and health benefits covering medical, dental, vision, and prescription drugs. 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. #J-18808-Ljbffr