Client Operations Analyst

As a Client Operations Analyst, you'll have the exciting opportunity to directly engage with customers over the phone and via email. You'll be the face of our organization, ensuring that every interaction reflects our dedication to professionalism and customer satisfaction. Success in this role hinges on your ability to effectively address customer concerns while recognizing when complex issues require escalation to our management team. Your contribution will directly impact our ability to deliver exceptional service and uphold our reputation as a customer-centric organization.

If you're a self-motivated individual with a passion for customer service, we want to hear from you! Apply now to be part of our team and help us deliver exceptional service to our clients.

You will:

• Engage with clients and members over the phone and via email, maintaining a professional and courteous demeanor at all times.
• Act as first-level support and process customer complaints, requests, and information inquiries, ensuring timely and effective resolution.
• Present our organization in the best light possible, embodying our values of excellence and customer focus in every interaction.
• Adhere to Standard Operating Procedures (SOPs) while employing out-of-the-box thinking and creative problem-solving skills to resolve complex issues.
• Master Softheon products to understand and utilize proper escalation channels based on ticket requests.
• Collaborate in the creation and modification of documentation to ensure accurate and comprehensive process documentation.
• Manage all required "manual" queues as assigned or needed to ensure timely and efficient resolution of customer inquiries.

You have:

• Bachelor's Degree or higher in Communications, Business Administration, or another related field of study required.
• Entry-level position; no prior experience required. However, 0-2 years of work experience or experience in billing or finance is preferred.
• Healthcare or service industry experience is a plus.
• Excel experience required; SQL experience is a plus.
• Exceptional verbal and written communication skills, with the ability to create positive interactions with customers.
• Comfortable and proficient in handling client concerns over the phone, ensuring a high level of customer satisfaction and composure in high-stress situations.
• Strong commitment to providing exceptional service and support to clients, ensuring their needs are met with professionalism and care.
• Demonstrated ability to quickly learn new concepts and technologies, and effectively tackle challenges with a positive attitude.
• Ability to work in an agile work environment and adapt to change.
• Excellent problem-solving and organization skills.
• Availability for rotating weekend shifts as well as occasional holidays and overtime shifts required.
• ET working hours required (9am-6pm ET).