Customer Service Representative

Customer Support Representative Position

Summary

Under general supervision, the Customer Support Representative is responsible for providing accurate, timely, and efficient customer support. This position responds to inquiries from members, clients, providers, and internal and external business partners while ensuring a positive customer experience and supporting company goals.

Work Schedule & Training

Schedule Requirements

• Must have flexible availability Monday through Sunday. Assigned schedules will be based on business needs.
• Employees scheduled to work Saturday and/or Sunday will receive days off during the week.
• Must be available to work assigned shifts, including weekends and holidays as needed.

Potential Shift Times

Pacific Time (PT)Eastern Time (ET)6:55 AM – 3:25 PM9:55 AM – 6:25 PM8:30 AM – 5:00 PM11:30 AM – 8:00 PM

Training Schedule

• Training hours: 8:00 AM – 4:30 PM PT / 11:00 AM – 7:30 PM ET

Initial Responsibilities

• Employees will initially focus on handling incoming phone calls and processing UPS.
• As training progresses, responsibilities will expand to include processing additional claims types and other customer support functions.

Key Responsibilities

Customer Service & Support

• Respond to routine and complex customer inquiries via phone, email, internet, and in-person interactions.
• Research and resolve customer issues, complaints, and concerns while determining appropriate solutions.
• Handle customer situations that require problem-solving beyond standard procedures.
• Educate customers and prospective customers on company products, services, and solutions.
• Maintain established customer service standards and service level expectations.
• Stay current on company policies, procedures, products, and services to provide accurate information.

Account, Order & Payment Support

Depending on the line of business (LOB), responsibilities may include:

• Providing information regarding prescriptions, plans, products, services, and procedures.
• Assisting customers with online purchasing and e-commerce inquiries.
• Processing payments and handling payment collections.
• Verifying customer eligibility and benefits.
• Providing order updates, shipping status, and product availability.
• Completing required documentation, letters, forms, and transaction processing.
• Processing claims based on business needs and workflow demands.

Issue Resolution & Quality Assurance

• Identify customer trends and communicate findings to appropriate business partners and leadership.
• Recommend process improvements, corrections, and solutions to recurring issues.
• Escalate situations that may have a broader organizational impact.
• Participate in quality assurance testing for company software as needed.
• Maintain accurate records of customer interactions and resolutions.

Additional Responsibilities

Depending on the line of business, the position may also involve:

• Supporting Sales Representatives with customer orders and other inquiries.
• Attending benefit fairs, open enrollment meetings, and client meetings.
• Occasional overnight travel.

Qualifications & Requirements

Experience

• 1–2 years of customer service experience handling moderate to complex customer inquiries.
• Experience in a call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industry preferred.

Technical Skills

• Strong internet knowledge and understanding of basic browser settings.
• Ability to navigate and use multiple software applications simultaneously.
• Working knowledge of Microsoft Office applications.
• Ability to accurately document customer interactions and process transactions.

Communication & Customer Service Skills

• Strong verbal and written communication skills.
• Excellent interpersonal skills and ability to build rapport with customers.
• Ability to ask relevant questions to understand customer needs.
• Strong listening skills and ability to communicate clearly and professionally.
• Ability to manage multiple tasks while handling incoming calls and inquiries.

Problem-Solving & Organizational Skills

• Strong problem-solving, negotiation, and decision-making abilities.
• Ability to exercise sound judgment when applying customer service guidelines.
• Ability to handle complex customer situations with professionalism and discretion.
• Ability to listen, process transactions, and interact with customers simultaneou…