Customer Service Specialist

Customer Service Specialist Summary: First point of contact for members seeking assistance — gathers information, assesses needs, and refers cases to the appropriate provider with professionalism, empathy, and confidentiality. Responsibilities Conducts intake interviews, verifies member information, determines service category, and documents/refers cases accurately. Serves as primary liaison through intake and referral: coordinates provider communications, schedules consultations, gathers documentation, completes verification checks, and maintains CRM records. Tracks case progress, provides status updates, and resolves communication barriers. Partners with providers and internal teams to meet SLAs and improve efficiency. Advocates for members — resolving routine issues, escalating complex ones, and flagging service trends. Handles sensitive information in compliance with privacy and regulatory standards. Key duties Intake and routing Documentation in CRM Proactive case updates Provider scheduling and coordination SLA/QA compliance Process improvement Requirements High school diploma required (associate's/bachelor's preferred). 2+ years in customer service, contact center, or case management. 2+ years in a regulated industry (legal, healthcare, insurance, financial). CRM/MS Office proficiency. Strong communication, listening, and organizational skills. Bilingual a plus. FLSA Non-exempt. Office/remote contact center; extended computer/phone use; occasional evenings/weekends/OT. #J-18808-Ljbffr Interactive Resources LLC.