Customer Care Associate

Work Environment

• •Must be available to work varying shifts, including participation in a rotating 24/7 support schedule.
• •Overtime may be required based on business needs.

Key Responsibilities:

• •Respond to customer inquiries, requests, and service-related concerns through voice and non-voice channels (phone, email, and case management systems) in a timely, professional, and customer-focused manner.
• •Provide accurate, complete, and consistent information regarding products, services, policies, procedures, billing, account management, and company processes while ensuring compliance with established guidelines.
• •Demonstrate active listening, empathy, and effective communication skills to understand customer needs, build rapport, de-escalate difficult situations, and deliver positive customer experiences.
• •Meet or exceed established performance metrics and service level expectations, including quality, productivity, customer satisfaction, response time, average handling time, first contact resolution, and adherence targets.
• •Accurately document all customer interactions, actions taken, resolutions provided, and follow-up activities within company systems, ensuring data integrity and complete records.
• •Investigate and resolve customer concerns by utilizing available tools, knowledge resources, and established procedures while exercising sound judgment and critical thinking.
• •Escalate complex, high-risk, or unresolved customer issues to the appropriate support teams, leaders, or business units while ensuring proper ownership and follow-through.
• •Manage multiple customer interactions simultaneously in a fast-paced environment, prioritizing workload effectively while maintaining quality and attention to detail.
• •Support back-office and administrative functions, including case processing, account updates, documentation reviews, transaction verification, and other operational tasks as assigned.
• •Build and maintain positive customer relationships by consistently demonstrating professionalism, accountability, and a commitment to service excellence.
• •Adhere to company policies, procedures, regulatory requirements, security standards, data privacy regulations, and confidentiality guidelines when handling customer information and transactions.
• •Collaborate effectively with team members, supervisors, and cross-functional partners to resolve customer issues, share best practices, and achieve team objectives.
• •Maintain up-to-date knowledge of products, services, systems, and process changes through continuous learning, training participation, and self-development.
• •Identify customer pain points, recurring issues, and process gaps, and provide constructive feedback and recommendations to improve customer experience, service delivery, and operational efficiency.
• •Demonstrate flexibility in supporting varying business needs, including schedule changes, queue assignments, channel support (voice and non-voice), and special projects as required.
• •Consistently uphold professional standards, attendance expectations, productivity requirements, and quality performance objectives while contributing to a positive and inclusive team environment.

Qualifications

• •High School Diploma, GED, or equivalent required; Associate's Degree preferred.
• •Minimum of 4 years of experience in customer service, contact center, healthcare, or a related environment.
• •Strong verbal and written communication skills.
• •Proficient in Microsoft Office and other business systems.
• •Excellent problem-solving, organizational, and time management skills.
• •Ability to manage multiple priorities in a fast-paced environment.