Customer Care Representative

Zelis; Sandy Springs (GA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Zelis is seeking a customer support specialist to handle moderately complex issues, coaching peers, and improving processes. You will document outcomes, collaborate with billing and technical teams, and help refine scripts and FAQs.

A strong background in call center work and healthcare is preferred, with comfort using AI tools and MS Office. This hybrid role requires presence in the Zelis office 2 days per month in Sandy Springs, GA or Morristown, NJ, delivering thoughtful customer outcomes and

Qualifications

• HS Diploma & 1-3 yrs call center experience.
• Healthcare experience preferred.
• Proficiency using AI tools to develop/create prompts and/or agents.
• Strong organizational and documentation skills across multiple projects.
• Effective communication with cross-functional teams and stakeholders.
• Proficient in MS Office and quick to learn new tools and tech.
• Detail-oriented with strong analytical and problem-solving abilities.
• Works independently with minimal supervision and contributes to team success.

Responsibilities

• Handle moderately complex customer issues requiring deeper product knowledge and multi-step troubleshooting.
• Serve as a resource, offering guidance, coaching, and support to other representatives.
• Analyze customer interactions to identify patterns and suggest script/workflow improvements.
• Ensure thorough documentation of cases, including resolution steps and follow-ups.
• Collaborate with billing, technical support, or fulfillment to resolve cross-functional issues.
• Contribute to process improvement initiatives and pilot new tools or procedures.

Skills

Call center experience

AI tools proficiency

Documentation skills

Cross-functional communication

Independent worker

Education

HS Diploma

Tools

Microsoft Office

Job description

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

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.