Customer Support ( REMOTE)

This position is primarily responsible for taking inbound calls from contract holders. You will follow a standard greeting and information collection process, identify the nature of the call, provide information to callers, and set appropriate expectations.

Reporting to the Home Customer Support Team Lead, this position is responsible for:

• Answering the phone within standard service level.
• Handling incoming and outbound calls.
• Collecting information and data from callers and entering it into the claim system.
• Performing all responsibilities to achieve individual goals for quality, time, and customer satisfaction.
• Providing callers status on existing claims, resolve caller issues, and refer escalated items to higher levels for guidance.
• Manage a wide variety of customer inquiries via online chat
• Provide accurate information about the products and services via online chat
• Narrow down on appointment information to schedule appointments
• Capture customer contact information for lead generation and client review
• Summarize interactions based on customer needs for client review
• Develop and maintain a knowledge base of the evolving products and services
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