Client Support Specialist

Zelis Healthcare, LLC; Utah; Hybrid; USD 42,000 - 62,000; Full time

Job summary

Zelis Healthcare, LLC is seeking a Client Service Representative III to triage and troubleshoot client issues in a fast-paced environment. You will serve as a liaison between clients and internal teams, delivering clear, non-technical communication and timely solutions.

The role emphasizes strong written and verbal communication, problem-solving, and collaboration with cross-functional teams to ensure high client satisfaction. Hybrid work options and location flexibility are available.

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 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.
• Customer-focused mindset with empathy, professionalism, and commitment to service excellence.
• Proficiency using AI tools with an understanding of creating effective prompts to improve productivity.

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

Strong written and verbal comms

Problem solving

Multitasking

CRM / ticketing tools

Customer empathy

AI tooling / prompts

Education

Associate degree + 1+ year CS

Tools

CRM systems

Ticketing platforms

Job description

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.

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 [e-mail].

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 their normal responsibilities, duties, and skills from time to time.