Care Coordinator I

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message email). Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment. For product or service-related issues will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

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ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provides customer support by phone email or instant messaging to business customers. Serves as primary contact for inbound customers issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems identifies the root cause of the problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets the standards of the job such as quality standards adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Business.

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EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education training and work experience.

ESSENTIAL KNOWLEDGE SKILLS & ABILITIES:

• Knowledge of the company’s products services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity equity inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big Go Fast Deliver Awe and Win Together.