Customer Support Specialist

Benefits Summary

• Flexible and hybrid work arrangements
• Paid time off/Paid company holidays
• Medical plan options/prescription drug plan
• Dental plan/vision plan options
• Flexible spending and health savings accounts
• 401(k) retirement savings plan with a Roth savings option and company matching contributions
• Educational assistance program

Overview

The Customer Support Specialist is responsible for providing timely responses for all inquiries to the department. Customer Support Services provides first-level phone and e-mail support to current customers, prospective customers and consumers on a daily basis. In addition, there are administrative tasks assigned to each Specialist. B2B products and services are mainly subscription-based online publications along with some print reference publications.

Responsibilities

• Answer daily flow of inbound calls ensuring timely accurate responses to all inquiries
• Occasionally input orders or requested minor changes into internal billing/fulfillment system
• Create new customer accounts and process account maintenance requests
• Assist consumers/customers with web site navigation and e-commerce transactions
• Complete daily administrative tasks
• Escalate complex customer issues for resolution to the Client Services Team Leader
• Participate in special projects or other related duties as assigned by manager

Qualifications

• Associate's Degree preferred
• Minimum 2 to 4 years prior Customer Service experience required
• Insurance industry experience preferred
• Bilingual (English/Spanish) a plus, but not required

Skills
• Excellent interpersonal, customer service skills, including outstanding phone etiquette, positive attitude, professional courtesy, and active listening
• Effective communication skills, both written and verbally
• Excellent organization and time management skills
• Ability to quickly learn and retain detailed information about products and web site navigation
• Willingness to take direction
• Ability to work independently and as part of a team
• Strong technical skills, computer/internet literacy including MS Office Suite and customer management tools
• Regular and reliable attendance