Customer Care Representative responsible for customer inquiries and insurance policy support at Farmers. A hybrid role with training and customer service interaction across various channels.
About the role
- Customer Care Associate providing exceptional service to users of Welldoc’s digital health products. Handling customer requests and communication with key stakeholders in a hybrid role.
Responsibilities
- Providing exceptional customer service support to internal and external customers; resolving any customer requests in a timely and accurate manner; escalates complaints accordingly
- Handling outbound communications with key stakeholders (i.e. patients, care coordinators, provider representatives etc.) as necessary
- Effectively utilizing various means of data collection, including but not limited to phone and online methods
- Detailed documentation of notes to the designated system or platform of any inbound and outbound communications conducted
- Identifying and reporting any product support and/or trends/delays to management
- Working on problems of moderate scope where analysis of data requires a review of a variety of factors and exercises judgment within defined standard operating procedures to determine appropriate action
- Performing other related duties as assigned (i.e. assisting other departments, projects etc.)
Requirements
- Two (2) years of experience directly related to the work to be performed; progressive responsibility preferred
- Experience providing product technical support in a call center environment preferred
- Ability to proficiently use Microsoft Excel, Word and Gmail
- Ability to communicate effectively both orally and in writing
- Ability to build productive internal/external working relationships
- Has a basic understanding of the pharmaceutical/medical device/digital health industry
- Strong understanding of Mobile applications and devices
- Strong interpersonal and customer service skills
- Strong organizational skills; attention to detail
- Experience working in a team-oriented, collaborative, fast-paced environment
- Must be adaptive to be comfortable in a changing organizational dynamic
- Positive, can-do attitude
- Bi-lingual in English/Spanish preferred
Benefits
- Welldoc has been certified as a Great Place to Work for the last 3 years.
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