Customer Service Specialist

Interactive Resources LLC.; Ada (OK); Hybrid; USD 35,000 - 55,000; Full time

Job summary

Interactive Resources LLC. seeks a Customer Service Specialist to be the first point of contact for members, gathering information, assessing needs, and referring cases to the appropriate provider with professionalism and confidentiality.

The role involves intake interviews, data verification, CRM documentation, and proactive case updates, while coordinating provider communications and ensuring SLA adherence in a remote/office hybrid setting.

Qualifications

• Minimum high school diploma required; associate or bachelor’s preferred.
• 2+ years in customer service, contact center, or case management.
• Experience in a regulated industry is a plus and beneficial.

Responsibilities

• Conduct intake interviews, verify member information, and document cases accurately.
• Serve as primary liaison through intake and referral, coordinating provider communications and scheduling.
• Maintain CRM records, track progress, provide updates, and resolve communication barriers.

Skills

CRM proficiency

Communication skills

Organizational skills

Bilingual a plus

Education

High school diploma

Associate's/Bachelor's preferred

Tools

MS Office

CRM software

Job description

Customer Service Specialist

Summary: First point of contact for members seeking assistance — gathers information, assesses needs, and refers cases to the appropriate provider with professionalism, empathy, and confidentiality.

Responsibilities

• Conducts intake interviews, verifies member information, determines service category, and documents/refers cases accurately. Serves as primary liaison through intake and referral: coordinates provider communications, schedules consultations, gathers documentation, completes verification checks, and maintains CRM records. Tracks case progress, provides status updates, and resolves communication barriers.
• Partners with providers and internal teams to meet SLAs and improve efficiency. Advocates for members — resolving routine issues, escalating complex ones, and flagging service trends.
• Handles sensitive information in compliance with privacy and regulatory standards.

Key duties

• Intake and routing
• Documentation in CRM
• Proactive case updates
• Provider scheduling and coordination
• SLA/QA compliance
• Process improvement

Requirements

• High school diploma required (associate's/bachelor's preferred).
• 2+ years in customer service, contact center, or case management.
• 2+ years in a regulated industry (legal, healthcare, insurance, financial).
• CRM/MS Office proficiency.
• Strong communication, listening, and organizational skills.
• Bilingual a plus.

FLSA

Non-exempt. Office/remote contact center; extended computer/phone use; occasional evenings/weekends/OT.