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Customer Service Support Analyst

Company: Computer Aid
Location: Harrisburg
Posted on: May 3, 2021

Job Description:

Customer Service Support Analyst - Remote

In 2013, Computer Aid, Inc. (CAI) launched the Autism2Work Program with a strategic mission of helping the underemployment of many affected with ASD (Autism Spectrum) that are looking for opportunities where they can do more, learn more and develop a career in Information Technology.

This ground-breaking Initiative employs IT professionals that have been affected by Autism.

Job Profile Summary

This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.

Duties & Responsibilities

  • Resolve customer inquiries and complaints via written and telephonic and communication in a timely and accurate manner.
  • Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
  • Meet all production, quality, and adherence standards. Attends all required training classes.
  • Elevate issues to next level of supervision, as appropriate.
  • Maintain accurate records, including timekeeping records.
  • Other duties as assigned or requested.

Qualifications

Experience/Education Required

Preferred 1+ year of customer service

High School Diploma or GED

Skills Required

6 months of Customer Service in a customer facing role

Skills Preferred

  • Customer Service in a call-center environment
  • Customer Service in a Healthcare related call-center environment strongly preferred
  • Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
  • Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
  • Ability to take direction and to navigate through multiple systems simultaneously.
  • Ability to maintain composure under stressful and fast-paced conditions.
  • Strong written and verbal communication skills
  • Ability to communicate complex information in a simple, customer facing way

Other Requirements

Prior completion of CAI's Workplace Preparation Training (JRT)

Physical Demands

  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
  • Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
  • Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

If you are interested in this position, please apply using the "Apply" option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line.

Recruiter: Sherri Craig

Recruiter Title: Sr Outreach & Development Specialist

Recruiter Phone # 302-831-5574

Recruiter Email: sherri.craig@cai.io

www.cai.io

Keywords: Computer Aid, Harrisburg , Customer Service Support Analyst, Other , Harrisburg, Pennsylvania

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