Customer Support Specialist
About The Position
Be the friendly voice that makes a difference. Do you love solving problems, connecting with people, and being the calm, helpful voice on the other end of the line? We're looking for a Customer Support Specialist to be the first point of contact for our wellness program participants - someone who brings empathy, accuracy, and a genuine desire to help to every call, chat, and email. If you thrive in a fast-paced environment, take pride in getting the details right, and want to work from the comfort of your own home, this could be your next great fit. This role offers 100% remote work, variety in daily tasks (phone, chat, email, administrative work), the opportunity to make a real impact by helping participants navigate wellness programs, incentives, and benefits, a voice that's heard for feedback on trends and recurring issues, and room to grow skills in contact center operations, data accuracy, and HIPAA-compliant handling of sensitive information.
Requirements
- 2-3 years of contact center experience (healthcare or wellness experience with strong understanding of HIPAA)
- Administrative experience preferred (healthcare or wellness experience with strong understanding of HIPAA)
- Strong attention to detail with the ability to manage high-volume, accuracy-driven work
- Excellent verbal and written communication skills
- Proven ability to multitask and prioritize in a fast-paced environment
- Demonstrated ability to prioritize tasks and manage time efficiently
- Proficient computer skills with the ability to learn new systems and software quickly
- Ability to maintain confidentiality and handle sensitive information responsibly (HIPAA Compliance)
- Strong problem-solving skills and a service-oriented mindset
- Self-motivated, adaptable, and accountable
Responsibilities
- Answer a high volume of inbound calls with professionalism, warmth, and efficiency
- Help participants with account access, incentives, forms, and program requirements
- Support participants through live chat and email, hitting service-level targets
- Dig into and resolve concerns, escalating when needed to get things done right
- Follow up on voicemails so no one is left waiting
- Keep detailed, accurate records of every interaction
- Bring your insights to the team - share trends, feedback, and ideas for improvement
- Handle every conversation with active listening, empathy, and clear communication
- Safeguard participant data with strict HIPAA and confidentiality standards
- Review, validate, and enter participant information and form submissions
- Audit data for accuracy, catching and correcting discrepancies
- Reach out to participants when information is missing or incomplete
- Partner with Account Management and other internal teams to resolve complex questions
- Keep forms processed and audited on schedule - every time
Benefits
- Competitive salary
- Client retention bonuses
- Additional Incentives
- Growth opportunities
- Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
- 401k with per pay employer match
- Employee Assistance Program through LifeMatters EAP
- Mental health benefits, including access to paid therapy
- Paid maternity leave after 12 months
- Paid Time Off including time off to volunteer in your community and the day off on your birthday
- Casual dress code
- Wellness program and teambuilding opportunities with incentives
- Milestone anniversary program
- Ongoing training and education
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
