Customer Care Specialist

Duties & Responsibilities:

Act as the frontline support team for VIP clients, employees of clients, and Benefit Consultants on our platform through ongoing phone support, chat support, emails, and internal ticketing support.

Answer questions for existing and new clients about the details of how HRAs work, their specific benefits, and how to use our platform.

Support our clients’ employees as they navigate a new benefits solution by providing a friendly attitude, clear guidance, technical support, and confidence in our ability to serve them well.

Create & manage processes for triaging & escalating support requests, via chat, that builds confidence in the customer that we can help in a timely and efficient manner, even in our busiest seasons.

Gather & organize meaningful client feedback and represent the “voice of the customer” internally, to help us improve the customer experience & scale support operations so we can keep growing.

Competencies & Qualifications:

Customer service experience required.

A proactive & positive personality with organizational skills, great people skills, an extremely friendly attitude, and a desire to problem-solve.

Excellent written communication skills in English. We’re solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident.

A mix of technical & people skills. You’ll be navigating our database and getting familiar with some HRA regulations, but ultimately, we’re first and foremost relying on you to represent the company to our clients and keep them happy.

A basic knowledge and understanding of tables, Excel, and algebra. Being able to quickly gather info, organize it, calculate it, and communicate it in a clear and concise manner so our customers understand it.

Experience in health insurance is a plus but not necessary (we can teach you if you’re willing to learn).