Senior Client Support Specialist

Job Summary

Providing exceptional client support, the full-time remote Senior Client Support Representative will address client inquiries regarding benefits coverage and service experience issues, resolve complex escalated inquiries, and educate clients on self-service resources while actively identifying trends and suggesting process improvements.

Key responsibilities

• Utilize internal knowledge materials to accurately respond to client inquiries related to benefits and service issues
• Resolve complex inquiries with a high degree of empathy and follow up to ensure client satisfaction
• Identify trends in client contact reasons and escalate potential issues to leadership while contributing to departmental process improvements

Required qualifications

• 2 years of experience in a contact center or customer-facing role
• High School diploma or equivalent; a 4-year college degree is a plus
• Experience in tele-health or medical insurance industries is preferred
• Ability to multitask across various systems and programs in a fast-paced environment
• Familiarity with Zendesk, Atlassian (Jira, Confluence), and basic math skills are required