Associate Customer Support

Gainwell Technologies LLC•Any city, OH

11d•$35,900 - $51,300•Onsite

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at HMS, a Gainwell Company carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Requirements

High school diploma or G.E.D.
Four or more years of customer service or other telephone experience
Experience working with organizational functions and personnel
Experience working with fax machines, computer software, and telephone technology
Experience working with and skilled in the use of help desk software
Business and analytical problem solving skills
Communication skills
Ability to work independently
Ability to follow oral and written directions

Responsibilities

Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel.
Researches customer inquiries and responds to appropriate parties in a timely manner.
Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.
Interfaces with team personnel, management, and customers in reference to customer service issues.
Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.