Contact Center Customer Support Specialist

Job description

The Contact Center Customer Support Specialist II provides a wide range of customer support services within a high-volume, multi-channel Health IT contact center environment. The specialist is responsible for receiving and responding to customer inquiries from Physicians, Patients, and/or Support Staff via phone, email, and chat; identifying and resolving issues; documenting interactions; and ensuring high-quality customer experience. This role requires strong communication skills, accuracy in data entry, effective problem-solving, and the ability to follow established procedures while working with minimal supervision. The specialist may interact with clinical, administrative, and technical staff across the Indian Health Service (IHS) or partner organizations. Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Business Services, Health, Infrastructure and Engineering, Mission Optimization, Technology and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people. CNI offers premium benefits eligible on the first day of hire to full time employees; (Medical - Dental – Vision), Company Life Insurance, Short-Term and Long-Term Disability Insurance, 401(K) Immediate Vesting, Professional Development Assistance, Legal Aid Assistance Program, Family Planning / Fertility Assistance, Personal Time Off, and Observance of Federal Holidays. As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act. ESSENTIAL REQUIREMENTS Experience/Knowledge of Oracle Health. The ability to obtain, maintain and access classified information at the Public Trust level. Ability to work independently and collaboratively with minimal supervision. Strong customer focus and ability to maintain a positive service attitude. Proactive problem-solving skills with demonstrated attention to detail. Excellent documentation and communication skills (verbal and written). Knowledge of Microsoft Windows and Microsoft Office applications. Experience using enterprise ticketing systems such as ServiceNow Australia release or later. Knowledge of CRM platforms such as Microsoft Dynamics 365, ServiceNow, or other enterprise CRM tools. Familiarity with contact center softphone platforms (NICE CXone). HDI-CSA certification (required after hire). ITIL v4 certification (required after hire). Ability to work holidays, weekends, and alternate shifts when required. Must be able to obtain and maintain a public trust security clearance. ESSENTIAL DUTIES AND RESPONSIBILITIES Essential Duties and responsibilities include the following. Other duties may be assigned. Customer Interaction & Support Manage and process all inbound inquiries from customers across all supported communication channels, including phone, email, chat, and ticket submissions. Actively listen to customers to understand their needs, concerns, and context before providing assistance. Ensure all interactions are handled professionally, courteously, and in accordance with agency guidelines and quality standards. Issue Identification, Troubleshooting & Resolution Identify and assess customer issues, researching solutions and troubleshooting problems to resolution where possible. Provide guidance, procedural assistance, and functional support to users. Escalate issues appropriately when resolution requires higher-tier or specialized support resources. Documentation & CRM Responsibilities Update customer information and interaction details in the CRM system accurately and in a timely manner. Maintain complete and compliant documentation in the ticketing service system in alignment with agency Quality Assurance (QA) requirements. Log all customer contacts, outcomes, and follow-up actions in accordance with established service-level agreements (SLAs). Cross-Functional Collaboration Collaborate with internal teams to ensure stakeholders are informed of changes, emerging issues, and customer concerns. Work closely with supervisors, technical staff, and process owners to resolve systemic or recurring issues. Knowledge Management & Continuous Improvement Identify opportunities for new or updated Knowledge Articles to improve user experience and operational consistency. Recommend changes in processes, tools, and workflows that enhance customer satisfaction or operational performance. Support training efforts for new team members by sharing expertise, best practices, and system knowledge when requested. Additional Responsibilities Adhere to department and agency Quality Assurance expectations. Maintain proficiency with new tools, software updates, and process changes. Perform additional duties as assigned. EDUCATION AND EXPERIENCE High school diploma required; college coursework or degree preferred and 3–5 years of customer service or contact center experience, preferably within Health IT, healthcare or federal programs PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office/warehouse setting. Regularly required to use hands to finger, handle, or feel. Regularly required to reach with hands and arms, occasionally above head. Regularly required to twist at the waist, climb and descend stairs while carrying objects. Ability to speak and hear. Frequently required to stand, walk, stoop, kneel, crouch or crawl. Occasionally required to sit and climb or balance. Regularly lifts and/or moves up to twenty-five pounds and occasionally lifts and/or moves up to fifty pounds. Works near moving mechanical parts. Regularly exposed to general office and general office machinery noise. May be exposed to warehouse, truck or forklift noise. EOE including Disability/Vet CNI offers a comprehensive benefits package that includes: Medical Dental Vision 401(k) Family Planning/Fertility Assistance STD/LTD/Basic Life/AD&D Legal-Aid Program Employee Assistance Program (EAP) Paid Time Off (PTO) Training and Development Opportunities Your application submission will be considered for all potential employment opportunities with Chickasaw Nation Industries (CNI). #INDCNI