Client Experience & Support Specialist

Zelis; Utah; Hybrid; USD 48,000 - 65,000; Full time

Job summary

Zelis is a leading provider modernizing the healthcare financial experience across payers, providers, and consumers. We seek a Client Service Representative III to triage and troubleshoot client issues, communicating effectively with both technical and non-technical audiences in a fast-paced environment.

You will respond to inquiries, resolve problems, and collaborate with internal teams to ensure high-quality service.

Qualifications

• Associate degree and 1+ year of customer service or support experience, or High School Diploma/GED and 3+ years of relevant experience.
• Experience providing customer support through chat, email, or other digital communication channels.
• Strong written and verbal communication skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with empathy, professionalism, and a commitment to service excellence.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

Associate degree

High School Diploma/GED

Tools

CRM systems

Ticketing platforms

Job description

Zelis is a leading provider modernizing the healthcare financial experience across payers, providers, and consumers. We seek a Client Service Representative III to triage and troubleshoot client issues, communicating effectively with both technical and non-technical audiences in a fast-paced environment.

You will respond to inquiries, resolve problems, and collaborate with internal teams to ensure high-quality service.