Care Coordinator I

JOB SUMMARY:

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message email). Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment. For product or service-related issues will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

ESSENTIAL DUTIES & RESPONSIBILITIES: • Provides customer support by phone email or instant messaging to business customers. Serves as primary contact for inbound customers issues. Escalates more technical product-related issues to the proper Product Support department. • Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries. • Troubleshoots customer problems identifies the root cause of the problem and uses tool and resources appropriately to determine how to resolve customer problems. • When unable to resolve the problem in a reasonable amount of time will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge. • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. • Updates customer information and ensures accurate entry of contact information. • Meets the standards of the job such as quality standards adherence to schedule and average handle time. • May provide guidance and/or mentoring to less experienced Customer Service Associates - Business.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS: • A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education training and work experience.

ESSENTIAL KNOWLEDGE SKILLS & ABILITIES:
• Knowledge of the company’s products services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity equity inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big Go Fast Deliver Awe and Win Together.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:
• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time operate a computer and other office equipment assess information and files stored electronically and converse/exchange accurate information with others simultaneously.
• The colleague must be able to discern text displayed on a monitor input data into specific fields using a keyboard and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks follow established processes maintain focus complete tasks independently complete multiple tasks simultaneously communicate professionally with colleagues and customers and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of but not limited to a dynamic and heavy workload.

Job Type: Full-time

Pay: $16.50 - $19.00 per hour

Benefits:
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Paid training
• Pet insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:
• 8 hour shift
• Monday to Friday

Work Location: Remote

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