Customer Support Specialist

NFP•Rumford, RI

7d•$45,000 - $52,000

About The Position

The Customer Support Specialist provides professional and effective customer service within a call-center environment. Primary responsibilities will include answering and responding to incoming customer calls in a proficient and timely manner. This employee will maintain detailed knowledge of the company’s products and services in order to analyze and identify appropriate solutions for customer’s needs. The ideal candidate will be fast-learning, motivated and dedicated.

Requirements

Excellent communication and interpersonal skills; professional and effective oral and written skills.
Exceptional customer service skills, understands and delivers exemplary service both internally and externally at all times.
Ability to work well within all levels of an organization; always maintains a professional demeanor.
Ability to effectively multitask and possess excellent attention to detail and accuracy with exceptional follow-up skills.
Proven track record of dependability/reliability with an exemplary attendance record.
Proficient in Microsoft Office, including Word, Excel & Outlook.
High school diploma required
Proven administrative and customer service experience

Nice To Haves

Bachelor's degree preferred or equivalent related work experience
Familiarity with insurance and employee benefits is a plus.
Familiarity with CRM systems and practices, experience with Salesforce is a plus.
Bilingual preferred

Responsibilities

Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns.
Conduct outbound calls to clients as needed in support of business activities.
Assist callers with maneuvering through online enrollment portals and billing systems and troubleshoot accounts across multiple carrier systems.
Respond quickly and accurately to customer inquiries, demonstrating expertise and knowledge of products and processes.
Facilitate escalations when appropriate.
Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans.
Partner with other department representatives to resolve complex customer service inquiries.
Monitor delegated customer service issues to ensure timely and accurate resolution.
Navigate a computerized data entry system and other relevant applications.
Maintain timely, accurate documentation for all appropriate transactions.
Consistently meet established productivity, schedule adherence, and quality standards.
Additional duties as assigned.