Customer Service Advisor

Intealth•Philadelphia, PA

17d•$26•Hybrid

About The Position

Intealth is seeking a Customer Service Advisor to join our Applicant Information Systems (AIS) team. In this role, you'll be the first point of contact for individuals and organizations engaging with Intealth's range of services. This includes supporting international medical graduates (IMGs) pursuing U.S. residency through the ECFMG Certification process, as well as assisting users of EPIC, Intealth's global primary-source verification repository used by physicians and medical institutions worldwide. You'll handle a high volume of phone and email inquiries, deliver accurate information, and collaborate with other departments to ensure applicants have the resources they need. This position requires strong communication, attention to detail, and the ability to multitask in a fast-paced, disseminate complex information in a service-oriented environment.

Requirements

Bachelor's degree or equivalent experience required.
1-5 years of professional customer service experience.
Proven ability to quickly learn and apply complex information.
Strong problem-solving and multitasking skills.
Proficiency in Microsoft Office; ability to navigate multiple systems simultaneously.

Responsibilities

Support applicants through the EPIC and Certification process.
Respond to a high volume of phone and email inquiries, resolving applicant questions efficiently and accurately.
While delivering exceptional customer service.
Interpret and explain complex policies and procedures in a clear and concise manner.
Partner with internal teams to ensure first-call resolution and clear communication.
Guide applicants through billing, fee inquiries, and troubleshooting within the online portal.
De-escalate challenging interactions with professionalism and empathy, maintaining composure while finding solutions.
Use sound judgment to determine when cases should be escalated.