Customer Support

Position Overview


We are seeking a customer-focused Customer Support Representative to provide accurate, timely, and efficient support to members, clients, providers, sales representatives, and internal/external business partners.


This position handles a variety of customer inquiries ranging from routine to complex and requires strong problem-solving, communication, and multitasking skills. The ideal candidate has experience working in a fast-paced customer service environment and is comfortable navigating multiple systems while assisting customers.


Key Responsibilities

Customer Service & Support

• Respond to routine and complex customer inquiries via telephone, email, internet, and other communication channels.
• Assist members, clients, providers, sales representatives, and internal/external business partners.
• Research customer questions, issues, and complaints and determine appropriate resolutions.
• Handle situations that may not have a standard or "cookie-cutter " solution.
• Ask appropriate questions to identify customer needs and provide accurate solutions.
• Educate customers and prospective customers on available products, services, solutions, and benefits.
• Maintain established customer service and support-level standards.
• Accurately document customer interactions, resolutions, and agreements.

Account, Order & Transaction Support


Depending on the assigned line of business, responsibilities may include:

• Providing information regarding prescriptions, plans, products, services, and procedures.
• Assisting with online purchasing and e-commerce inquiries.
• Processing payments and payment collections.
• Verifying customer or member eligibility.
• Providing order status, shipping status, and stock availability information.
• Completing required documentation, letters, and forms.
• Supporting customer order inquiries from Sales Representatives.
• Serving as a point of contact for Sales Representatives on non-order-related inquiries.
• Processing claims based on business needs and workflow.
• Performing quality assurance testing for company software.

Issue Resolution & Business Support

• Identify customer trends and communicate findings to appropriate business partners and leadership.
• Recommend potential corrections, process improvements, or solutions based on customer feedback.
• Escalate situations that may have a broader organizational impact.
• Remain current on customer service policies, procedures, products, services, and solutions.
• Apply appropriate discretion and judgment when following customer and call-handling guidelines.
• Balance customer service, transaction processing, research, and documentation in a fast-paced environment.
• Depending on the line of business, attend benefit fairs, open enrollment meetings, or client meetings to provide information to attendees.
• Occasional overnight travel may be required depending on the assignment.

Qualifications

• 1-2 years of customer service experience handling moderate to complex customer inquiries.
• Experience may come from a call center, insurance, manufacturing, software, telecommunications, retail, eyewear, or similar customer-facing environment.
• Ability to work various shifts, potentially including weekends, holidays, and/or overnight hours.
• Working knowledge of Microsoft Office.
• Strong internet knowledge, including basic browser settings.
• Ability to navigate and work within multiple software applications simultaneously.
• Strong verbal and written communication skills.
• Excellent interpersonal and rapport-building abilities.
• Strong problem-solving, negotiation, and decision-making skills.
• Ability to prioritize multiple responsibilities while remaining available for incoming calls and inquiries.
• Ability to accurately document customer situations and prepare written correspondence.
• Ability to listen, process transactions, document information, and interact with customers simultaneously.
• Ability to exercise sound judgment and discretion when resolving customer issues.

Additional Requirements

• If the position acts as a third-party administrator for payment processing, candidates may be subject to a credit check.
• Candidates must be able to meet the required internet and home-network specifications for remote work.

Remote Work & Technical Requirements

Equipment Provided:

• Windows 10 computer
• Client Core i5-7500 processor or equivalent provided equipment
• 16 GB memory
• 256 GB solid-state hard drive
• Wired headset
• Wired connection cable

Candidate Requirements:

• Router/modem is not provided.
• A wired connection to the router/modem is required.
• Minimum download speed: 50 Mbps per user on the home network.
• Minimum upload speed: 10 Mbps per user on the home network.
• Loaded latency: Less than 150 ms.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.


Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.