Customer Support

• Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.
• Resolve complex customer and agent issues, including managing escalations.
• Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.
• Facilitate team meetings and communications.
• Identify and implement process improvements to enhance efficiency and the overall customer experience.
• Lead and contribute to department projects and initiatives.
• Conduct quality assurance reviews, provide feedback, and generate reports.
• Build and maintain relationships with vendors and enterprise partners.
• Represent the team in meetings and act as a delegate for the CX Manager.
• Monitor key operational processes, conduct business testing, and participate in audits.
• Analyze team performance, identify trends, and provide feedback.
• Support team performance management through regular reviews and feedback.

Team Lead, Customer Experience

Scholarship Programs Support Specialist

Bilingual Customer Service Desk Agent – English, Spanish

Advanced Application Support Specialist

Healthcare Customer Service Representative

Customer Service Support Representative – Client Billing