Customer Support Specialist

Job Summary

A company is looking for a Customer Support Specialist responsible for managing the escalation process and improving customer service outcomes.

Key Responsibilities

• Review and analyze escalated service requests to identify root causes and implement improvements
• Own escalated cases from various channels and coordinate internal efforts for resolution
• Draft external responses and ensure timely resolution of customer requests to satisfaction

Required Qualifications

• Minimum 2 years of experience in resolving external escalations
• At least 1 year of claims and benefits literacy
• Strong understanding of operations processes
• Experience managing projects and working cross-functionally
• Ability to work autonomously and juggle multiple tasks