Hybrid Customer Care Specialist & Process Improver

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

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.