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Customer Support Representative II

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  • ID: 494907
  • Posted: 12/7/2021
  • Location: Remote, CA
  • Category: Admin - Customer Service / Call Center
  • Job Type: Temporary
  • Duration: 9 - 12 Months

Description

Acara Solutions is looking for a Customer Support Representative for our client located in Remote, CA.

  • Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within CLIENTs family of companies and line of businesses (LOBs)Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers
  • Effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions
  • Contingent on the Client Line of Business (LOB), requires in-depth knowledge
  • Prescriptions, Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collection
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
  • Accurate completion of necessary documentation, letters, and forms processing
  • Confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives.
  • Identify and analyse trends and communicate to appropriate business partners.
  • Suggest necessary corrections, changes or solutions.
  • Appropriately elevate situations that could have broader customer or business impacts.
  • Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques.
  • Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.
  • Maintain and organize correspondence to ensure consistent, accurate and professional responses.
  • Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists.
  • May make recommendations or create new content.
  • Assist leadership staff in providing coaching and policy or procedural support to CSRs
  • Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor
  • Contingent on the LOB, may create and manage assignments of monthly audit inventory
  • Contingent on the LOB, may assist in the functions around complain and grievances, such as monitoring compliance, reporting, etc.
  • Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement
  • To utilize multiple hardware and software tools to troubleshoot a variety of issues

 

Pay and Benefits:                                                                                                   

The salary for this position is $16.83 and $20.00 per hour (Max Pay rate).

 
Job Requirements

 
Required Skills / Qualifications:
  • High school or GED
  • Minimum of 2 years' experience in Customer service handling complex issues in a high volume environment
  • Minimum of 2 years' experience in ACD calls within a call centre environment
Preferred Skills / Qualifications:
  • Effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and web chat
  • Ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
  • Ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills
  • Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
  • Ability to learn, support change management and assimilate new information quickly
  • Excellent problem solving, critical thinking and effective negotiation skills Ability to work at a computer 90% of the time
  • Ability to work within multiple complex systems to extract information needed to support customers
  • If this position acts as a third party administrator (TPA) for processing payments, then candidates will be subject to a credit check Working Conditions
  • The working environment is generally favourable.
  • Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust
  • The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification.
  • It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
  • In bound customer/technical support.
  • To maintain professional phone demeanour assisting customers with technical support issues.
  • Call centre or support experience
  • This is an inbound support role; candidate should have in bound support experience in a professional role.
  • The below are good to have, but not required Working knowledge of the following Salesforce CMS1500 Call Centre

Additional Information:

  • Upon offer of employment, the individual will be subject to a background check and a drug screen.


Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct, and Aleron's strategic partner, SDI) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, age, disability, veteran status, or any other legally protected basis. The Aleron companies welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available upon request for applicants taking part in all aspects of the selection process.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
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