Job Description
Seasonal Customer Service & Operations Representative
Remote
About the Role:
The Seasonal Customer Service and Ops Representative is a role within the Health-E Commerce Customer Service and Operations Team. The representative will be responsible for ensuring their task-oriented workflow is performed with urgency, diligence, efficiency, and quality. Immediate daily duties will include reviewing order management system tickets of various statuses, following up with customers via email and following up with our fulfillment partners on various order and fulfillment issues and needs. Additional daily duties will be expanded upon, including learning new ticket types and workflows, chat, call and email interactions with customers and the compliance and eligibility nuances of the various pre-tax flexible spending/saving accounts.
What you’ll do:
- Respond to incoming calls and follow up with customers via call as needed, inbound and outbound email and support live chat from customers
- Follow up with the fulfillment team regarding various order related issues/requests
- Reviews, follow up on and resolves tickets in the order management system as outlined in the daily workflow
- Create an open and accessible environment for communication
What you’ll need:
- Minimum 1 year experience using Zendesk for B2C email
- Excellent listening and communication skills, particularly in written presentation, writing is 85% of the daily to-do
- Superior multitasking skills and detail oriented with minimal to no error
- Flexibility when asked to re-prioritize tasks
- Can both work autonomously and as a part of a team. Needs to recognize when it’s appropriate to communicate to management / the rest of the team the need for support
- Possess excellent customer service skills
- Strong problem-solving skills, presenting a resolution-based way of thinking
- Work with a sense of urgency and ability to laser focus on competing tasks while adhering to workflow processes
- Comfortable working on task driven workflow processes with extreme efficiency for most of the workday