Customer Support

Overview

JOB TITLE: Customer Support 1

LOCATION: Rochester, NY (Onsite)

PAY RANGE: $21 - $23/hr.

DURATION: 1 year

• Experience providing customer support both in person and via phone, with accountability and strong problem-solving abilities
• Excellent computer skills, including Microsoft Office Suite, and experience with medical records and front office operations
• 1–2 years of customer service experience handling moderate to complex inquiries, with effective verbal and written communication skills to accurately document situations, resolve issues, and educate customers on products, services, and solutions

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may be via telephone, in person, or via internet/email.
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:
  • Prescriptions, Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collections
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues/complaints and determine appropriate resolution(s)
• Solve problems and assist with issues that may not fit the “cookie-cutter” solution
• 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
• Effectively maintain specific line of business Customer Service standards and support level standards
• Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations

Typically has the following skills or abilities:

• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, 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, negotiation, 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
• If this position acts as a third-party administrator (TPA) for processing payments, candidates will be subject to a credit check

In order to perform the duties of a…