Client Service Representative

Description

The Client Service Representative I will be responsible for providing exceptional support to Custom Health’s clients in both English and Spanish. The ideal candidate will have a strong customer service background, fluency in both languages, a keen desire to learn Custom Health products, and the ability to effectively communicate technical aspects of the software to both technical and non-technical individuals.

• Provide basic inbound/outbound support and address product functionality issues via emails and phone calls in English and Spanish as required.
• Deliver exceptional customer support by actively listening, understanding customer issues, and providing effective problem‑solving solutions.
• Investigate and respond to basic questions, utilizing in-depth knowledge of applications and system requirements.
• Ensure proper documentation of new cases in the case management system and maintain accurate and timely notations for activities related to existing cases.
• Escalate technical and higher‑level issues to the appropriate level of support when necessary.
• Collaborate with various teams to ensure client needs are met efficiently and effectively.
• Troubleshoot hardware and software issues across a diverse patient demographic.
• Become an expert user of Custom Health's software and stay up to date with all new feature releases.
• Suggest alternate approaches to existing software and hardware when standardized approaches cannot be applied.
• Perform other duties as assigned.

• A post‑secondary degree, diploma, or an acceptable combination of education and relevant experience is required.
• Strong evidence of time‑management skills, including the ability to prioritize multiple customer issues on tight deadlines.
• Ability to quickly analyze problems and determine the best course of action using available resources.
• Fluent in both English and Spanish, with excellent verbal and written communication skills in both languages.
• Ability to explain technical concepts and theories effectively to non-technical audiences.
• Genuine commitment to delivering best‑in‑class customer and technical support.
• Valid Passport: A valid passport may be required for this role as it may involve international travel.
• Willingness to Travel:
  The successful candidate should be willing and able to travel as needed, both domestically and internationally.