Customer Support Specialist

Valhalla, NY 10595

Posted: 05/11/2022 Industry: Customer Service Job Number: 22-00136

Job Description

Customer Support Specialist  Opportunity w/  Fintech Industry Leader! Our client, one of the leading healthcare payment and premium processing companies, is seeking a Customer Support Specialist. With a focus on payment challenges and opportunities in the industry, they work with 60, 000+ healthcare providers in the US, reliably processing over $6 Billion annually in-patient payments.

We believe that their team members are their most important asset. They grow the team by hiring the best in class talent. They encourage all employees to contribute their individual talents and ideas to strengthen their team, their brand, and their services. They promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

The  Customer Support Specialist will work with our most valuable asset- our customers (merchants). This person will oversee all post sale onboarding efforts once a merchant has been activated. The goal is to increase customer retention and to deliver post sale program value to the merchant throughout the most critical period of our onboarding efforts. This person will work several outbound campaigns and be expected to provide the business with valuable feedback on how to improve the overall customer experience.
Primary Job Duties:
  • Several outbound call efforts to our existing merchant base: welcome call, at risk calls, outbound survey response follow up calls and technical support follow up calls
  • Assistance with supporting new merchant needs: PCI assistance, program review, and education/training around health care program
  • Ability to create cases for complex situations that require operational support
  • Maintaining an in-depth knowledge of our services, policies and procedures
  • Outbound calling to new and existing customer base to increase customer satisfaction
  • Resolving customer concerns in a friendly and tactful manner
  • Ensuring customer service quality, efficiency, and accuracy for all calls and email communications
  • Maintaining the accuracy of customer account data, cases and related information
Minimum Qualifications:
  • Extremely well organized; can have a few balls in the air at a given point in time
  • The ability to express empathy and work to resolve issues internally and externally
  • Proactive; one who can use both initiative and experience to take the role to the next level
  • Experience in Sales Force CRM a plus
  • Bachelor' s degree preferred
  • Experience in customer service; prior experience in customer satisfaction or retention related role a plus
Compensation & Benefits:
  • 50, 000-55, 000 Salary
  • Competitive health, dental, and vision benefits
  • Client Hospital Indemnity coverage
  • Life & LTD
  • 401(k) matching up to 3%
  • 3 weeks of PTO
This is an in-office position, located in Valhalla, New York


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Bridget Martin

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