Hybrid Customer Care & Solutions Specialist

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

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