Customer Care Representative

Zelis; Morristown (NJ); Hybrid; USD 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zelis is hiring a Customer Care Representative to handle complex issues, guide peers, and contribute to process improvements. This is a hybrid role with in-office time of 2 days per month at the Morristown, NJ office or in Sandy Springs, GA.

You’ll work independently within guidelines, coordinate with cross-functional teams, and document cases thoroughly to support quality assurance and ongoing customer experience enhancements.

Qualifications

• HS Diploma and 1-3 years call center experience.
• Healthcare experience preferred.
• Proficiency using AI tools and crafting prompts.
• Strong organizational and documentation skills.

Responsibilities

• Handle moderately complex customer issues with deeper product knowledge.
• Serve as a resource for other representatives with guidance and coaching.
• Analyze interactions to identify patterns and suggest improvements.
• Document cases with resolution steps and follow-up actions.
• Collaborate with billing, technical support, or fulfillment to resolve cross-functional issues.
• Support process improvement initiatives and pilot new tools or procedures.

Skills

Customer service

Communication

Documentation

Multitasking

Education

High School Diploma

Tools

Microsoft Office Suite

AI tools

Job description

The Customer Care Representative position will handle more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements.

Positions are Hybrid- in office 2 days/month in the Zelis office in Morristown, NJ or Sandy Springs, GA

What You’ll Do:

• Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.
• Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.
• Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.
• Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.
• Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.
• Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

What You’ll Bring to Zelis:

• HS Diploma & 1-3 yrs call center experience.
• Healthcare experience preferred.
• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
• Demonstrates advanced organizational and documentation skills across multiple concurrent projects.
• Communicates effectively with cross-functional teams and stakeholders.
• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.
• Detail-oriented with strong analytical and problem-solving abilities.
• Works independently with minimal supervision and contributes actively to team success.