Customer Support Specialist

We are hiring a Customer Support Specialist to join our team! The Customer Support Specialist: Provides highly responsive quality service to customers. Log and categorize each customer interaction in customer tracking system. Provides technical support to end-user customers to navigate multiple online applications and products. Trouble-shoot, triage and problem solve complex, technical issues for customers. Provides detailed information about NCQA products and services. Develops appropriate interfaces with other functions to ensure that our customers are provided with correct information and prompt responses. Supports Publications production and fulfillment to ensure customer needs and business needs are being met. Works closely with Accounting, internal customers and external vendors.

Primary Responsibilities:

• Inform and educate customers to NCQA, via VOIP phone and, Salesforce (CRM) by identifying their needs and providing extensive/detailed information about NCQA products services and other issues in a clear and concise manner.
• Provide information utilizing varied resources, such as NCQA publications, internet and appropriate staff.
• Log all calls and interactions in CRM system. Triage complex issues to the next level, as appropriate.
• Keep informed of NCQA activities, changes in products and frequently asked questions and problems related to products.
• Ensure that information being utilized is up-to-date.
• Navigate customers through online applications, such as Interactive Review Tool, Download Center and Q-PASS, Recognition Portal, etc..,
• Trouble-shoot complex technical issues; escalate technical issues to help desk, as needed.
• Provide guidance on user administration to end users.
• Identify and report trends in error messages and system issues.
• Navigate callers through NCQA resources, such as NCQA web site.
• Responsible for individual job functions that may include, but are not limited to: Accounts Receivable, Interactive Review Tool fulfillment; Complaints; Refunds and Credits; external initiatives; Conference and Publications email boxes; creation and analysis of fulfillment and inventory reports, etc...
• Perform other duties, as assigned.
• Monitor, track and report volume and types of calls, complaints and information requests. Recommends improvement to current process.
• Provide general administrative support, including correspondence, document management, filing, faxing.

Requirements:

• Bachelor’s Degree or equivalent experience

• 3-4 years customer service-related experience in healthcare field or insurance benefits.

• Knowledge of communicating complex ideas and product information to the public.

• Demonstrated technical and problem-solving achievements.

• Inbound call center or ACD experience

• Strong customer service orientation; logging calls and working cases;

• excellent verbal and written communication skills; active listening skills;

• strong interpersonal skills/diplomacy; problem solving.

• Must be proficient in Microsoft Office applications, including Word. Must be highly experienced and proficient using Excel.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).