Network Customer Service Support

Enlyte is a company that combines innovative technology, clinical expertise, and human compassion to assist individuals recovering from workplace injuries or auto accidents. They are seeking a Network Customer Service Support professional to join their Network Solutions team, responsible for delivering customer service tasks, documenting issues, and resolving complex inquiries.

Responsibilities:

• Delivers specific delegated Customer Service tasks assigned by a supervisor
• Receives requests by email, telephone or via a CRM
• Documents issues within the CRM using specific guidelines
• Runs reports and analyzes them to ensure issues are prioritized and resolved based on service level agreements
• Researches multiple system applications to identify root cause of issue which can be complex in nature
• Works to resolve issue within own unit or outside unit
• May require outreach to other internal resources or external resources outside of the company
• Responds to inquiries from clients, providers and/or other internal or external partners
• Determines most effective response
• Position typically requires excellent interpersonal skills, ability to understand and interpret multiple systems setup and output and be able to clearly and concisely explain the resolution to a complex issue and policy provisions
• Independently responds to inquiries, grievances, or complaints of moderate to substantial complexity
• Completes day-to-day tasks without immediate supervision but has ready access to advice from more experienced team members
• Tasks involve a degree of forward planning and anticipation of needs/issues
• Resolves non-routine issues escalated from more junior team members

Requirements:

• High School diploma or equivalent
• Experience in a fast-paced, production environment
• Demonstrated ability to handle multiple assignments competently, accurately and efficiently
• Ability to write clearly and effectively when communicating with all parties
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate