Customer Service Agent providing exceptional support via chat and calls in English and Spanish. Requires previous experience and strong communication skills in a collaborative environment.
About the role
- Customer Support Specialist responsible for ownership and resolution of escalated service requests. Utilizing various tools to ensure customer satisfaction in a health and care platform.
Responsibilities
- Review, identify and analyze root cause for all escalated service requests; continuously improve based on analysis within delivery teams.
- Focus on developing proactive solutions to avoid common issues within escalation process.
- Own escalated cases received from various channels including: complaint review requests received from the customer, live HAC escalations, and negative NPS survey responses.
- Execute review of member interactions, provide summary, and develop plan to resolve client issues including: identification of process errors, content gaps, misquotes, coaching opportunities, and associated action items such as service recovery, claims and benefits outreach to health plan, etc.
- Act as a liaison to coordinate internal efforts cross-functionally through to issue resolution and completion of all related action items.
- Draft external response and act as the point of contact for any follow up questions from the customer.
- Ensure customer requests are responded to within agreed upon time frames and are resolved to customer and client satisfaction.
- Use all key customer resolution tools across all service groups to facilitate resolution of customer concerns.
Requirements
- Minimum 2 years proven track record of successfully resolving external escalations
- Minimum 1 years claims & benefits literacy
- Strong understanding of Operations processes
- Ability to learn quickly and navigate through various internal Accolade systems
- A curious problem solver, who dives deep into information, uncovers & analyzes issues that may not be seen on the surface, and works to solution
- Ability to work autonomously
- Exceptional communication and interpersonal skills, including strong ability to fully listen to an issue or problem, and thoughtful written and verbal communication
- Ability to juggle multiple tasks on multiple timelines
- Able to translate ambiguity when all information is not available
- Experience managing projects
- Process-oriented
- Experience working cross functionally
- Strong influencing skills
- Empathetic and open-minded; someone who approaches situations with the person in mind and considers all angles without rushing to judgment
Benefits
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 13 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
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