Client Experience Specialist

Zelis; Utah; Ibrido; USD 40.000 - 52.000; Tempo pieno

Descrizione del lavoro

Zelis is modernizing the healthcare financial experience and seeking a Representative III, Client Service to triage and troubleshoot client issues. You will communicate with clients and internal teams, act as a liaison, and work in both technical and non-technical environments in a fast-paced setting.

The role requires handling inquiries via chat and email, providing product and process support, and resolving issues with internal resources. Hybrid work with location flexibility is offered.

Competenze

• Associate degree with 1+ year of customer service experience, or HS diploma with 3+ years of experience.
• Experience providing customer support through chat, email, or other digital channels.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools preferred.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.

Mansioni

• Respond to client inquiries via chat and email in a timely, professional, and customer-focused manner.
• Provide accurate information and support regarding products, services, and processes.
• Troubleshoot client issues and identify appropriate solutions using internal tools and resources.
• Investigate and resolve client concerns while delivering a positive support experience.
• Research account, data, and system-related issues to determine root causes and next steps.
• Collaborate with internal teams to resolve complex client inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow-up actions to clients and stakeholders.
• Document client interactions, troubleshooting steps, and resolutions within support systems.
• Identify recurring client issues and provide feedback to improve processes, documentation, and overall service quality.
• Maintain a strong understanding of company products, services, and support procedures.
• Meet established performance goals related to quality, productivity, responsiveness, and client satisfaction.
• Participate in training, team meetings, and continuous improvement initiatives.
• Support teammates during high-volume periods and contribute to a collaborative team environment.

Conoscenze

Communication

Problem-solving

Multitasking

CRM systems

Ticketing tools

AI tools proficiency

Formazione

Associate degree or equivalent

High School Diploma or GED

Strumenti

CRM systems

Ticketing platforms

Customer support tools

Descrizione del lavoro

Zelis is modernizing the healthcare financial experience and seeking a Representative III, Client Service to triage and troubleshoot client issues. You will communicate with clients and internal teams, act as a liaison, and work in both technical and non-technical environments in a fast-paced setting.

The role requires handling inquiries via chat and email, providing product and process support, and resolving issues with internal resources. Hybrid work with location flexibility is offered.