The Customer Care Specialist position handles more complex customer issues and provides guidance to other representatives. The position will work independently within established guidelines and contributes to process improvements.

What You'll Do:

Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.
Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.
Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.
Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.
Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.
Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

What You'll Bring to Zelis:

HS Diploma & 1-3 yrs call center/customer services experience.
Healthcare experience preferred.
Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
Demonstrates advanced organizational and documentation skills across multiple concurrent projects.
Communicates effectively with cross-functional teams and stakeholders.
Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.
Detail-oriented with strong analytical and problem-solving abilities.
Works independently with minimal supervision and contributes actively to team success.

Customer Care Specialist

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