Senior customer support analyst job description

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You'll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

As a Senior Assistant Customer Support at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve - a community's most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare's biggest challenges. Here are the details on this position.
Your role in our mission

This is an important position in Gainwell's commitment to helping clients deliver better health and human services outcomes.

* Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
* Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
* Adhere to the client's SLAs and consistently meet production targets
* Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
* Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

What we're looking for

* 2 or more years of customer service experience in any industry
* Knowledge of basic help desk software, computer software and Microsoft Office applications
* Strong problem-solving skills to bring inquiries to effective resolution
* Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
* Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries

What you should expect in this role

* Opportunities to travel through your work (0-10%)

The pay range for this position is $29,100.00 - $41,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

Job Title : Senior Assistant Customer Support
Location : Madison, WI
Pay : $17.00
Contract Length : 12 Months

Responds to basic, multiple customer inquiries and requests.

Essential Job Functions

• Answers telephones and responds to basic customer questions and/or forwards calls to appropriate personnel.
• Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision.
• Researches customer inquiries and responds to appropriate parties promptly. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
• Process calls in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients by established service level agreements.
• Performs data entry and matches documents to appropriate accounts to ensure up-to-date and accurate information. Interfaces with team members, management, and customers about customer service issues.
• Reviews client reports every week to ensure data integrity; prepares and submits reports to management.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Basic Qualifications:

• High school diploma or G.E.D.
• Two or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software

Other Qualifications

• Business and analytical problem-solving skills
• Communication skills Ability to work independently
• Ability to follow oral and written directions

Company DescriptionTailored Management is a national premium recruiting firm; dedicated to developing strong relationships with both clients and career seekers. Our President says, “The people business is personal.” This simple but profound phrase shapes the thinking that has made Tailored Management into a major national force in the recruiting industry. We believe to our core in finding the perfectly tailored candidate for each role we fill - each and every time.

Job Details:


Position:
Senior Assistant Customer Support

Location:
Madison, WI

Duration: 11
+ months contract


Job
Description:

• Responds to basic, multiple customer inquiries and requests.
• Essential Job Functions Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.
• Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision.
• Research customer inquiries and responds to appropriate parties in a timely manner.
• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
• Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information. Interfaces with team members, management, and customers in reference to customer service issues.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Preferred Education:

• Basic Qualifications High school diploma or G.E.D.

Experience

• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software Other Qualifications Business and analytical problem solving
• Two or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel

Skills

• Communication skills Ability to work independently Ability to follow oral and written directions Work Environment Office environment May require shift work