Customer Care Specialist

Responsibilities

:

• Serve as the initial point of contact for inquiries from potential and existing program beneficiaries

• Provide one-on-one telephone support to consumers and providers

• Assist users with password resets and online portal navigation

• Answer inbound calls accurately, professionally, and efficiently

• Document all customer interactions clearly and thoroughly in the call tracking system

• Escalate calls to Call Center Leadership or appropriate agencies per established procedures

• Deliver clear, accurate, and objective information based on program requirements

• Track call trends and report recurring issues or opportunities for service improvement

• Handle challenging or sensitive customer situations with professionalism and empathy

• Process and enter complaints in accordance with approved policies and procedures

• Meet or exceed performance metrics for call volume, quality, and customer satisfaction

Qualifications & Skills:

Candidates who succeed in this role typically demonstrate:

• Strong verbal and written communication skills

• Ability to explain complex information clearly and concisely

• Excellent problem-solving and conflict-resolution abilities

• Strong work ethic and dependable attendance

• Comfort navigating multiple systems and applications simultaneously

• Passion for helping others and delivering exceptional customer service

• Ability to remain calm and professional in high-pressure situations

• Willingness to work full-time hours in a high-volume call center environment

Minimum Requirements:

• Must be at least 18 years of age

• High School Diploma or equivalent plus a minimum of 6 months call center experience

  OR Associate degree or higher in lieu of call center experience

• Ability to pass a 30 WPM typing test

• Successful completion of a customer service assessment

• Ability to pass a criminal background check and 8-panel drug screen