Customer Service Representative (CHAT SUPPORT) (US)

Start Date: ASAP Work Arrangement: REMOTE - FULL TIME Salary: $16/hr Equipment: Provided by Company Internet Connection: 50 MBPS Download (and up) Schedule: TBD - Flexibility to work 8 hours within operational hours of 9:00 AM to 8:00 PM U.S. EST
SUMMARY:
CLIENT is a software solution that automates vision insurance billing (eligibility and claims) and facilitates instant rebates to help eye care providers manage their customers.
ESSENTIAL FUNCTIONS:

• Monitor and quickly respond to tickets regarding insurance claims for eye care concerns
• Follow a prescribed process and manage a high volume of transactions with accuracy and efficiency
• Show empathy and go the extra mile to assist customers and prioritize their needs.
• Collaborate with other team members to overcome challenges and deliver a memorable customer experience
• Follow up on outstanding tickets/claims and follow through until completion.
• Leave internal notes for follow up with the team

Teamwork and Leadership

• Expresses ideas and suggestions in support of the team’s success
• Solicits and readily accepts constructive feedback
• Sees tasks through to completion and offers support as needed
• Closely follow process workflows and support in the implementation of initiatives, and projects as directed by leadership.

Communication, Transparency, and Proactiveness

• Able to communicate clearly and effectively with empathy
• Expresses ideas and suggestions in support of the team’s success
• Solicits and readily accepts constructive feedback
• Sees tasks through to completion and offers support as needed
• Eager to learn new systems and processes

Organizational Skills and Process-Oriented

• Demonstrates close attention to detail and thorough review of one’s work with a focus on Quality
• Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability

Problem Solving and Decision Making

• Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
• Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed

HARD REQUIREMENTS (non-negotiable):

• Must have experience working at a tech company or a start-up
• Excellent written and oral communication skills in English. Able to be the voice of the company while handling customers with empathy and professionalism.
• At least 1 year of experience in a call center as a Customer Service Representative (managing claims, dealing with diverse demographic background)
• An individual who has an innate curiosity, a can-do attitude, and shows initiative to continuously learn
• Has a team player mindset with innovative ideas and strong attention to detail
• Flexibility in working US hours between 9am-8pm US EST (including weekends)

PREFERRED REQUIREMENTS (negotiable):

• Experience with CRM systems (Zendesk, Jira, Salesforce and HubSpot)
• Background / understanding of non-profit organizations

Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.