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

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.

Customer Support

Key skills