Customer Care Associate

Job description

Work Environment Must be available to work varying shifts, including participation in a rotating 24/7 support schedule. Overtime may be required based on business needs. Key Responsibilities: Respond to customer inquiries, requests, and service-related concerns through voice and non-voice channels (phone, email, and case management systems) in a timely, professional, and customer-focused manner. Provide accurate, complete, and consistent information regarding products, services, policies, procedures, billing, account management, and company processes while ensuring compliance with established guidelines. Demonstrate active listening, empathy, and effective communication skills to understand customer needs, build rapport, de-escalate difficult situations, and deliver positive customer experiences. Meet or exceed established performance metrics and service level expectations, including quality, productivity, customer satisfaction, response time, average handling time, first contact resolution, and adherence targets. Accurately document all customer interactions, actions taken, resolutions provided, and follow-up activities within company systems, ensuring data integrity and complete records. Investigate and resolve customer concerns by utilizing available tools, knowledge resources, and established procedures while exercising sound judgment and critical thinking. Escalate complex, high-risk, or unresolved customer issues to the appropriate support teams, leaders, or business units while ensuring proper ownership and follow-through. Manage multiple customer interactions simultaneously in a fast-paced environment, prioritizing workload effectively while maintaining quality and attention to detail. Support back-office and administrative functions, including case processing, account updates, documentation reviews, transaction verification, and other operational tasks as assigned. Build and maintain positive customer relationships by consistently demonstrating professionalism, accountability, and a commitment to service excellence. Adhere to company policies, procedures, regulatory requirements, security standards, data privacy regulations, and confidentiality guidelines when handling customer information and transactions. Collaborate effectively with team members, supervisors, and cross-functional partners to resolve customer issues, share best practices, and achieve team objectives. Maintain up-to-date knowledge of products, services, systems, and process changes through continuous learning, training participation, and self-development. Identify customer pain points, recurring issues, and process gaps, and provide constructive feedback and recommendations to improve customer experience, service delivery, and operational efficiency. Demonstrate flexibility in supporting varying business needs, including schedule changes, queue assignments, channel support (voice and non-voice), and special projects as required. Consistently uphold professional standards, attendance expectations, productivity requirements, and quality performance objectives while contributing to a positive and inclusive team environment. Qualifications High School Diploma, GED, or equivalent required; Associate's Degree preferred. Minimum of 4 years of experience in customer service, contact center, healthcare, or a related environment. Strong verbal and written communication skills. Proficient in Microsoft Office and other business systems. Excellent problem-solving, organizational, and time management skills. Ability to manage multiple priorities in a fast-paced environment.