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Senior customer care specialist skills for your resume and career

Updated January 8, 2025

4 min read

Quoted expert

Sally Hiott B.S. MBA, DBA

Below we've compiled a list of the most critical senior customer care specialist skills. We ranked the top skills for senior customer care specialists based on the percentage of resumes they appeared on. For example, 12.7% of senior customer care specialist resumes contained inbound calls as a skill. Continue reading to find out what skills a senior customer care specialist needs to be successful in the workplace.

15 senior customer care specialist skills for your resume and career

1. Inbound Calls

Here's how senior customer care specialists use inbound calls:

Receive inbound calls and make outbound calls on behalf of our Samsung client.
Received and answered all inbound calls from borrowers regarding student loans.

2. HIPAA

Here's how senior customer care specialists use hipaa:

Maintained institutional standards per HIPAA guidelines of patient confidentiality as well as institutional goals to maintain great customer service.
Followed all HIPAA Privacy and Security Regulations by appropriately handling patient information and claim information.

3. SR

Here's how senior customer care specialists use sr:

Up-skilled to SR Analyst position for proper review of claims processing and provide education of processing errors to customer service department.
Team leader as Sr. rep for teams Arnett, Sunderland, Bi-lingual, Bush.

4. Customer Complaints

Here's how senior customer care specialists use customer complaints:

Assisted customer service representatives with escalated issues and customer complaints.
Resolved product or service problems by clarifying customer complaints, expedite correction or adjustment, and customer follow-up to ensure resolution.

5. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how senior customer care specialists use outbound calls:

Assist with production, inbound/outbound calls to collect information needed to process payments.
Handled high-volume inbound and outbound calls while maintaining & exceeding quality scores.

6. Customer Satisfaction

Here's how senior customer care specialists use customer satisfaction:

Handled escalated customer issues and assisted with diffusing situations with a proactive approach to customer satisfaction.
Direct contributor to branch obtaining/exceeding established revenue goals, service quality and customer satisfaction.

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7. Customer Support

Here's how senior customer care specialists use customer support:

Provide high end customer support to customers, strategic partners.
Facilitated inter-departmental communication to effectively provide customer support.

8. Medicare

Medicare is a federal government insurance program that offers health care coverage to people who are 65 and above. In some cases, younger people with disabilities whose status is identified by the SSA can also avail the insurance program. Medicare covers the health expenses of people who are not able to afford it plus it protects the payee from rising health care costs.

Here's how senior customer care specialists use medicare:

Specialized in Medicare & Medicaid Processed incoming medical claims and appeals.
Advised customers in selecting Medicare prescription insurance Distributed via mail service, literature that detailed products or services.

9. Medicaid

Here's how senior customer care specialists use medicaid:

Answer phone calls from Medicaid providers on the General Inquiries queue and the EDI helpdesk queue.
Assisted Medicaid recipients by selecting a primary care physician, educating on benefits, ordering identification cards.

10. Customer Inquiries

Here's how senior customer care specialists use customer inquiries:

Handled customer inquiries by telephone and/or e-mail in a service center and resolves customer issues using multiple resources and records.
Research and resolve customer inquiries with regard to their accounts.

11. Customer Issues

Here's how senior customer care specialists use customer issues:

Researched customer issues for myself and other representatives.
Respond to customer issues of sales, service, and technical web-site problems *Increase amount of sales through product knowledge.

12. Financial Accounts

Here's how senior customer care specialists use financial accounts:

Worked independently with customers over the phone to answer questions regarding their financial accounts.

13. HSA

Here's how senior customer care specialists use hsa:

Provided information to clients and helped maintain FSA, HSA, HIA, and HRA accounts.

14. Student Loans

Student loans refer to money borrowed from the government or a private lender to pay for college. Students must settle the loan later, along with the interest that builds up over time. The primary uses of the money include payment for tuition, accommodation, and books.

Here's how senior customer care specialists use student loans:

Provide phone support to borrowers providing guidance regarding private student loan and loan consolidation programs.
Interacted with customers regarding credit cards and student loans.

15. Billing Issues

Billing issues are the mistakes made by the company resulting in a wrong bill for the customer. An example of a billing issue might be adding what is owed incorrectly or accidentally omitting a service the customer bought. The billing issues are the company's responsibility and are caused by the one who calculates the bill. The customer does not need to pay it, however, the dispute may take some time to resolve.

Here's how senior customer care specialists use billing issues:

Researched and resolved billing issues and inquiries.
Service lead responsibilities included; escalated billing issues, customer retention, and supervisory level customer escalations.

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What skills help Senior Customer Care Specialists find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What senior customer care specialist skills would you recommend for someone trying to advance their career?

Sally Hiott B.S. MBA, DBA

Assistant Professor of Marketing, Charleston Southern University

To stay flexible! The workplace is constantly changing and to be a good employee you need to recognize this. Being agreeable to change and willing to take on more than your job description lines you up for larger opportunities when they arise.

Do you want to know more?

List of senior customer care specialist skills to add to your resume

The most important skills for a senior customer care specialist resume and required skills for a senior customer care specialist to have include:

Inbound Calls
HIPAA
SR
Customer Complaints
Outbound Calls
Customer Satisfaction
Customer Support
Medicare
Medicaid
Customer Inquiries
Customer Issues
Financial Accounts
HSA

Student Loans
Billing Issues
Customer Calls
Service Calls
Process Payments
Hippa
Troubleshoot
HR
Customer Retention
Customer Orders
Call Handling
Technical Issues
Mobile Banking

Quality Standards
Status Updates
Problem Resolution
Telephone Inquiries
Customer Problems
Billing Inquiries
Training Materials
Credit Card Accounts
Floor Support
Customer Interaction
Billing Disputes

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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