Client Support Specialist

Zelis Healthcare, LLC; Salt Lake City (UT); Ibrido; USD 40.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work model

Descrizione del lavoro

Zelis Healthcare, LLC is seeking a Representative III, Client Service to triage and troubleshoot client issues, acting as a liaison to ensure timely needs fulfillment. You will communicate technical information in a relatable way and thrive in a fast-paced environment.

The role emphasizes delivering accurate product and process information, collaborating with internal teams, and maintaining high client satisfaction through proactive support and continuous improvement.

Competenze

• Minimum 1+ year of customer service or support experience with an Associate degree, or 3+ years with HS diploma.
• Experience supporting customers via chat, email, or other digital channels.
• Strong written and verbal communication skills.
• Proficiency with CRM systems and ticketing tools preferred.
• Attention to detail, organizational skills, and empathy.

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 solutions using internal tools.
• Investigate and resolve client concerns while delivering a positive support experience.
• Collaborate with internal teams to resolve complex inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow-up actions to clients.
• Document client interactions, troubleshooting steps, and resolutions in support systems.
• Identify recurring issues and provide feedback to improve processes and documentation.
• Maintain understanding of company products, services, and support procedures.
• Meet 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

Customer service

Written communication

Verbal communication

Problem solving

Multi-tasking

CRM systems

Ticketing tools

AI tools

Formazione

Associate degree

High School Diploma/GED

Descrizione del lavoro

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

This role is responsible for triaging and troubleshooting client issues. Responsibilities include but are not limited to communication and support to clients and internal teams, serving as a liaison to ensure client needs are met in a timely and efficient manner. The Representative III, Client Service must be able to work equally well in both technical and non-technical environments and effectively communicate technical information in a common, non-technical manner. The individual must work well in a fast‑paced, demanding environment.

What You'll Do

• 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.

What You'll Bring

• 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 preferred.
• 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 preferred.
• 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.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In‑office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of normal responsibilities, duties, and skills from time to time.