Customer Support

• Oversee the customer experience for Specialty pharmacy
• Lead Customer Care Specialty Supervisors and drive service excellence across all communication channels
• Serve as a key internal partner for Specialty Pharmacy Operations and Client Services
• Make operational decisions, manage performance, and lead continuous improvement initiatives
• Provide leadership and direction to ensure consistent, accurate, and high-quality customer care support
• Develop and mentor leadership staff and foster ownership and service excellence
• Lead and manage specialty contact center operations in coordination with Work Force Optimization
• Ensure service levels, quality standards, and performance metrics are met or exceeded
• Collaborate with the specialty pharmacy pharmacist-in-charge to meet pharmacy goals
• Coordinate with internal stakeholders, healthcare providers, patients, and vendors to enhance patient access to therapy
• Identify process improvements, implement best practices, reduce waiting times, and improve patient outcomes
• Collect, analyze, and report key program metrics and provide updates to senior leadership
• Ensure compliance with HIPAA, accreditation standards, and organizational policies
• Manage escalated patient, provider, client, and operational issues
• Support hiring, onboarding, training, performance management, and succession planning
• Lead quality improvement initiatives and corrective action plans
• Foster accountability, professionalism, continuous improvement, and patient-centered care
• Perform other duties as assigned

Manager, Specialty Customer Care

• Assist engineers in executing project plans and delivering advanced engineering support
• Collaborate with cross-functional teams for effective project execution
• Provide technical assistance in resolving complex problems
• Ensure compliance with quality standards and regulatory requirements
• Manage purchase orders, ATP updates, milestone tracking, capital project planning, proposal tracking, and export classification
• Handle training and onboarding, including file access, application requests for MATLAB, JIRA, and SVN, and new-employee documentation
• Oversee HG9900 and PRSM data package generation and tracking, CET Lab inventory management, and connector saver tagging
• Manage property/software sheet tracking and annual task completion, including property tagging, GP10 scrapping, and MetTeam additions
• Perform SOD printing and license management
• Track critical information for capacity models and project milestones
• Drive initiatives to enhance engineering operations and team efficiency
• Engage in customer issue resolution, process improvements, and employee development initiatives

Engineering Support Specialist

• Review and publish user-generated content in compliance with the review publication philosophy
• Report on content for Cruisers’ Choice Awards compliance, focusing on user sentiment and trends
• Monitor and respond to Community and Feedback email inboxes for member support related to message boards, community, site features, and products
• Monitor forum software alerts, identify root causes, recommend process and policy improvements, troubleshoot technical problems, and escalate bug reports to Community management and/or engineering
• Assist Community Leader Volunteers as needed
• Identify user needs and trends through observation and incoming feedback, and report common requests, questions, and complaints
• Assist the Community team with community projects
• Perform QA tasks to ensure a high-quality audience experience

Community & UGC Support Specialist

• Handle a high volume of inbound calls from clients' employees
• Answer questions, provide education, and resolve complex HR and financial issues related to health care benefits, retirement savings and plans, leaves of absence, payroll, and other HR matters
• Process health enrollments, tax and direct deposit updates, retirement withdrawals or contributions, and retirement elections
• Conduct additional research and ongoing casework
• Navigate multiple computer screens and systems to provide answers and support
• Assist callers with navigating systems
• Create and update database files
• Communicate with third parties to research and assist customers with updates or inquiries

Customer Care Representative

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
• Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Perform other duties as assigned

Customer Service Representative

• Serve as a trusted first point of contact for customers
• Deliver compassionate, professional, and accurate service through telephone, email, chat, fax, and other channels
• Handle customer inquiries and moderately complex service requests
• Listen actively, identify customer needs, and provide accurate information and solutions
• Research and resolve customer concerns to promote satisfaction, retention, and trust
• Develop and apply knowledge of company products, services, policies, procedures, and systems
• Explain products, services, features, and available options to customers
• Maintain, review, and update customer account information accurately
• Use company systems and technology tools to document interactions, research information, and track requests
• Follow established workflows, procedures, and regulatory requirements
• Meet performance expectations and service-level objectives while maintaining accuracy
• Collaborate with teammates and leadership to resolve issues
• Share knowledge, support others, and assist with departmental responsibilities and projects

• Respond to customer messages and calls
• Gather information about each request
• Provide accurate answers and instructions
• Assist customers with online processes
• Research solutions when needed
• Help resolve routine concerns
• Coordinate additional assistance
• Maintain accurate communication notes
• Track questions requiring follow-up
• Provide timely status updates
• Support courteous and consistent service

Customer Support Representative

• Provide outstanding customer service via phone, email, social media, and chat.
• Provide trends and concerns regarding products to Leadership.
• Update documents for company tracking, including Excel, PowerPoint, and SharePoint.
• Track and respond to customer concerns via Amazon.
• Utilize software tools to navigate customer accounts, research and review policies, and communicate effective solutions.
• Recommend additional products based on customer needs and past purchases.
• Contribute ideas to improve the customer experience.
• Maintain spreadsheets, trackers, and reports for marketing promotions and special projects.

• Provide prompt, efficient, accurate and professional service to customers and prospective customers
• Assist consumer and commercial customers with account information, problems, concerns, account maintenance and general questions
• Research and answer customer inquiries and fulfill service requests
• Maintain knowledge of banking products, programs, services and promotions
• Understand root causes of customer service issues and implement resolutions for routine issues
• Involve supervisors in more complex issues
• Deliver service to callers in multiple queues, focusing on customer retention and satisfaction
• Handle account service and maintenance requests efficiently and accurately
• Maintain accurate call documentation
• Identify customer needs and offer appropriate bank products and services
• Perform other projects and duties as assigned

Customer Service Specialist

• Receive and process customer orders by telephone
• Handle customer requests promptly, efficiently, courteously and professionally
• Process customer orders according to company standards and procedures
• Listen to customer needs and provide a positive experience
• Cross-train in other department positions and perform those functions when needed
• Handle an average of 110 customer interactions per eight-hour shift after four months
• Provide prompt, accurate and courteous responses to customers
• Solve routine and complex problems and contact a supervisor when needed
• Answer incoming customer service orders as soon as possible
• Document activity in the DDF system
• Check appropriate DDF screens for report results and call customers back
• Enter orders manually via the fax process
• Operate the phone system effectively
• Adhere to the work schedule
• Perform other duties as assigned