Network Customer Service Support

Enlyte provides technology, clinical expertise, and services that help people recover after workplace injuries or auto accidents. The Network Customer Service Support professional handles customer service requests, documents and investigates issues across multiple systems, prioritizes resolutions according to service level agreements, and responds to complex inquiries from clients, providers, and other partners.

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