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SeniorFull-timeGoAI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Specialist to join our team at Transcarent. This role focuses on managing customer escalations and resolving complex service issues while working cross-functionally across departments.
Key Responsibilities
- βAnalyze and monitor customer escalation reports to identify trends and update Knowledge Base tool
- βIdentify, manage and record escalation trends and communicate process issues to drive continuous improvement
- βReview, identify and analyze root cause for all escalated service requests
- βDevelop proactive solutions to avoid common issues within escalation process
- βProvide guidance and support to Customer Support Specialists
- βOwn escalated cases received from various channels including complaint review requests
- βExecute review of member interactions and develop plans to resolve client issues
- βAct as a liaison to coordinate internal efforts cross-functionally
- βDraft external responses and handle follow-up questions from customers
- βEnsure customer requests are responded to within agreed time frames
Requirements
- βMinimum 3 years proven track record of successfully resolving external escalations
- βMinimum 2 years claims & benefits literacy
- βStrong understanding of Operations processes
- βAbility to learn quickly and navigate through various internal systems
- βExceptional communication and interpersonal skills
- βAbility to work autonomously and manage multiple tasks
- βExperience managing projects and working cross-functionally
- βStrong influencing skills and problem-solving abilities
Benefits
- β Competitive medical, dental, and vision coverage
- β 401(k) Plan with a generous company match
- β Flexible Time Off/Paid Time Off, 13 paid holidays
- β Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- β Mental Health and Wellness benefits
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