Customer Service Representative

ParetoHealth • Salt Lake, UT

15d • Hybrid

About The Position

The Customer Service Representative assists with the day-to-day management of customer accounts and supports the account management team. The role triages inquiries about renewals, cost containment programs, captive questions, and other customer-related topics. It also provides administrative support by running reports, locating information, coordinating between departments, and ensuring stakeholders receive quality, timely responses. The representative serves as a point of contact for internal and external inquiries, manages inbound and outbound tickets, emails, and calls, and helps resolve escalations while building trusted relationships with customers and business partners.

Requirements

• At least 2 years of customer experience.
• Bachelor's degree or equivalent work experience.
• Willingness to work hard under pressure in a high-volume inbound service center.
• Strong customer service skills and ability to manage multiple activities at once.
• Clear and effective oral and written communication skills.
• Strong analytical and organizational skills.
• Strong critical-thinking skills and ability to multitask.
• Ability to problem-solve and perform root-cause analysis.
• Strong listening skills and ability to resolve conflict.
• Quality-focused approach and ability to meet deadlines.
• Team-oriented attitude and ability to work independently.
• PC proficiency in MS Word, Excel, PowerPoint, and Salesforce.
• Ability to conduct customer calls and internal meetings appropriately.

Nice To Haves

• Customer experience in insurance or healthcare is preferred.
• Applicable healthcare market knowledge or stop-loss knowledge is a plus.

Responsibilities

• Serve as a point of contact for internal and external customer inquiries.
• Handle inbound and outbound tickets, emails, and calls.
• Ensure timely and successful resolutions to customer needs.
• Support Account Management with renewal data, follow-ups on outstanding requests, reports, and responses to questions about cost containment, renewals, and other customer matters.
• Maintain a knowledge base of responses to support consistent and timely resolutions.
• Assist with high-severity requests and issue escalations as needed.
• Build and maintain strong relationships with internal and external stakeholders, partners, and customers.
• Develop trusted relationships with key customer contacts and internal business partners.
• Participate in training, education, and company activities.
• Perform other duties as assigned.

Benefits

• Fully paid medical, dental, and vision benefits.
• Flexible PTO.
• 401(k) company contribution.
• Tuition reimbursement.
• Professional development allowance.
• Transportation allowance and daily parking reimbursement.
• Hybrid work environment.

What This Job Offers

• Job Type: Full-time