Customer Support

• Support the Health Texas project through customer care and benefit enrollment services
• Answer customer inquiries by telephone, IVR, web chat, and other approved channels
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers
• Track, document, and record customer interactions, inquiries, complaints, comments, actions, and transactions
• Complete related tasks and transactions accurately according to established guidelines
• Navigate multiple computer systems and perform accurate data entry
• Fulfill customer requests for materials via mail, email, or electronic delivery
• Transfer or refer customers to appropriate internal or external entities
• Resolve routine customer issues and complete required updates
• Escalate unresolved, complex, sensitive, or grievance-related issues
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate service delivery needs, concerns, and issues to supervisors
• Meet quality assurance, productivity, and other key performance metrics
• Attend required meetings and training and maintain current knowledge of programs, systems, policies, and procedures
• Perform other related duties assigned by management

Bilingual Customer Service Specialist

• Act as key customer service representative for the respective area and facilitate a high volume of incoming requests through email and integration platform
• Coordinate and support title and operational workflows throughout the transaction lifecycle
• Serve as a liaison between internal departments, customers, vendors, and external partners
• Research, track, and resolve customer inquiries, order issues, and process exceptions
• Review documentation for completeness and accuracy and route items appropriately
• Maintain accurate records and update systems with transaction and operational data
• Monitor work queues, prioritize requests, and ensure service-level expectations are met
• Assist with process improvement initiatives and identify opportunities to increase efficiency
• Support reporting, tracking, scheduling, and other administrative functions as needed
• Partner with team members to resolve moderately complex issues and escalate concerns when appropriate
• Provide professional and timely communication to internal and external stakeholders
• Perform additional duties as assigned

Business Support Specialist

• Accurately fulfill customer orders and manage incoming customer calls
• Respond to basic customer inquiries regarding products, provide quotes, and handle order entry
• Place customer orders via telephone, fax, email, electronic methods, or walk-in counter sales
• Negotiate sale and purchase prices within established parameters
• Adjust non-contract customer pricing based on competition while maximizing profit
• Build customer relationships to drive repeat business and improve processes
• Order items to maintain appropriate customer inventory levels
• Place orders without approval up to $5,000 per line and $10,000 per purchase order when applicable
• Source products from branch, distribution center, or supplier inventory
• Determine the most cost-effective shipping method
• Partner with Account Representatives to ensure customer satisfaction
• Expedite backorders and prepare inventory for shipment
• Handle customer returns
• Perform other duties as assigned

Customer Service Representative

• Successfully complete the training program
• Answer inbound calls from providers and members
• Resolve questions about benefits, claims, and eligibility
• Document notes for each call
• Meet Customer Service metrics for after-call work time, hold time, staff time, talk time, and quality
• Handle callbacks and escalations as necessary

Customer Service Representative, Part Time

• Answer inbound calls and assist members with questions related to AAA memberships
• Deliver personalized, proactive solutions and recommend valuable products and services
• Engage with members using strong communication and a friendly, problem-solving mindset
• Resolve issues quickly and critically in a non-scripted environment
• Navigate multiple systems and tools while actively listening and multitasking
• Maintain a positive, can-do attitude in a fast-paced and evolving environment
• Participate in ongoing coaching and development to continually enhance performance
• Complete a 100% virtual training program lasting approximately 4 months
• Work full-time, 40 hours per week, with scheduled shifts during specified weekday and Saturday hours
• Take live calls during Saturday bullpen/on-the-job training shifts

Customer Service Representative – Insurance

• Answer inbound calls and assist members with questions related to AAA memberships
• Deliver personalized, proactive solutions and recommend valuable products and services
• Engage with members using strong communication and a friendly, problem-solving mindset
• Think quickly and critically to resolve issues in a non-scripted environment
• Navigate multiple systems and tools while actively listening and multitasking
• Maintain a positive, can-do attitude in a fast-paced and evolving environment
• Participate in ongoing coaching and development to continually enhance performance
• Complete approximately four months of 100% virtual training
• Take live calls during Saturday Bullpen shifts when scheduled

Customer Service Representative, Spanish Bilingual – Insurance

• Provide the day-to-day interface with the customer
• Manage and maintain associated internal and external reporting and KPIs
• Manage a segment of customer demand, such as production, sub tiers, or aftermarket
• Review customer KPIs, identify trends and issues, and prioritize mitigation actions
• Serve as the first point of escalation to customers
• Ensure customer service corrective action plans and process improvements are deployed effectively
• Manage and review forecasting input, inventory, and variance investigations
• Provide customer intelligence for business planning and inventory holdings
• Undertake tactical customer management and internal liaison
• Maintain customer communication and service levels
• Implement continuous improvement actions and processes
• Participate in department- and company-level improvement activities
• Comply with internal rules, policies, procedures, Health and Safety, and Data Protection requirements
• Undertake other appropriate duties allocated according to business needs

Customer Service Coordinator

• Handle inbound and outbound calls regarding patient balances, insurance claims, and billing inquiries
• Provide clear and empathetic explanations of charges, payment options, and account statuses
• Assist patients with setting up payment plans and making payments
• Research and resolve billing discrepancies, denials, and adjustments
• Work with insurance carriers to verify claim status and escalate issues
• Maintain a professional and courteous demeanor in patient interactions
• Ensure timely and effective resolution of patient and payer concerns
• Document all customer interactions accurately in the system
• Adhere to HIPAA guidelines and company policies regarding patient information security
• Follow FDCPA guidelines when addressing outstanding balances
• Collaborate with billing, collections, and revenue cycle teams
• Provide feedback to management on recurring billing issues and recommend solutions
• Participate in training and team meetings
• Support special projects related to billing and collections

• Respond promptly and professionally to customer inquiries via phone, email, or chat, using a maximum of two communication channels
• Provide in-depth information about products and services
• Resolve complex customer issues in a timely and efficient manner
• Follow up with customers to ensure issues are resolved satisfactorily
• Accurately document customer interactions in the organization's CRM
• Handle escalated cases and ensure efficient resolution
• Manage high-pressure situations while maintaining professionalism and composure
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Participate in training programs and continuous learning modules
• Collaborate with other departments to resolve customer issues
• Provide customer support via phone and chat for a US tax-filing platform
• Handle tax filing and product-related inquiries, including refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax questions
• Assist with account, payment, and basic product/app issues, including troubleshooting
• Explain tax and financial information and help customers understand required return information and documents
• Escalate more complex tax questions to a potential higher-tier tax professional

Customer Service Representative II – Seasonal

• Support the Health Texas project through customer care and benefit enrollment services
• Answer customer inquiries via telephone, IVR, web chat, and other approved channels
• Provide accurate information about programs and services to consumers, enrollees, health plans, and providers
• Track, document, and record customer interactions, inquiries, complaints, actions, and transactions
• Complete related tasks and transactions accurately according to established guidelines
• Navigate multiple computer systems and perform accurate data entry
• Fulfill customer requests for materials by mail, email, or electronic delivery
• Transfer or refer customers to appropriate internal or external entities
• Resolve routine customer inquiries and issues
• Escalate unresolved, complex, sensitive issues, and grievances
• Facilitate translation or interpretation services for non-English-speaking customers
• Communicate with supervisors about service delivery needs and issues
• Meet quality assurance, productivity, and other performance metrics
• Attend required meetings and training and maintain current knowledge of programs, systems, policies, and procedures
• Perform other related duties assigned by management