Representative II, Customer Service

disa; EE. UU.; A distancia; USD 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental and vision coverage

401(k) match

Paid holidays (11)

Educational assistance

Employee assistance program

Descripción de la vacante

disa is seeking a customer support specialist for our healthcare technology division. You will serve as a primary contact for administrators, employers, and integration partners, handling onboarding, education, and responsive support to ensure high satisfaction and retention.

You will maintain accurate CRM records, collaborate with internal teams, and help drive service improvements while adhering to service targets and compliance standards.

Formación

• Strong written and verbal communication skills, including the ability to explain complex processes clearly and professionally.
• Strong organization, attention to detail, and ability to manage competing tasks in a fast-paced customer environment.
• Sound troubleshooting and issue-resolution skills, with judgment about when to escalate.
• Professionalism, confidentiality, adaptability, collaboration, and interest in continuous improvement.

Responsabilidades

• Respond to customer questions by phone, email, and chat, providing accurate guidance and resolving issues within established service targets.
• Check in with customers to understand their experience, identify pain points, and strengthen ongoing relationships.
• Lead onboarding sessions and educational webinars, helping customers use available services and tools effectively.
• Record customer information and case outcomes in CRM systems, and escalate trends, system problems, or service gaps through established processes.
• Prepare operational and performance reports and contribute to process, system, and service improvements.
• Coordinate with customer success, operations, technical support, product, sales, and finance; help onboard and mentor new representatives.

Conocimientos

Communication skills

Organization

Troubleshooting

Professionalism

Educación

High school diploma or GED

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

Role overview

Support customers using services in a healthcare technology division, serving as a key contact for administrators, employers, and integration partners. The role covers responsive client support, onboarding and education, accurate case and CRM records, and coordination with internal teams to improve service and retention.

Responsibilities

• Respond to customer questions by phone, email, and chat, providing accurate guidance and resolving issues within established service targets.
• Check in with customers to understand their experience, identify pain points, and strengthen ongoing relationships.
• Lead onboarding sessions and educational webinars, helping customers use available services and tools effectively.
• Record customer information and case outcomes in CRM systems, and **escalate** trends, system problems, or service gaps through established processes.
• Prepare operational and performance reports and contribute to process, system, and service improvements.
• Coordinate with customer success, operations, technical support, product, sales, and finance; help onboard and mentor new representatives.

Requirements

• High school diploma or GED and 2–3 years of customer service experience; experience in healthcare, technology, education, or another regulated, high-volume setting is preferred.
• Strong written and verbal communication skills, including the ability to explain complex processes clearly and professionally.
• Familiarity with CRM tools, preferably Salesforce, and Microsoft Office; ability to maintain complete and compliant records.
• Strong organization, attention to detail, and ability to manage competing tasks in a fast-paced customer environment.
• Sound troubleshooting and issue-resolution skills, with judgment about when to **escalate**.
• Professionalism, confidentiality, adaptability, collaboration, and interest in continuous improvement.

Benefits and work setup

• Work falls within Monday–Friday operational hours of 8 a.m. to 8 p.m. Eastern Time.
• Benefits include personal and sick leave, 11 paid holidays, medical, dental and vision coverage, a 401(k) match, life insurance, HSA/FSA options, an employee assistance program, and educational assistance.
• The role involves extended sitting, frequent speaking and hearing, computer-related visual work, and occasional walking, standing, reaching, and lifting up to 15 pounds; accommodations may be available.