Customer Support Specialist II – Omnichannel

Crescendo

Compassionate and organized Customer Support Specialist providing empathetic support through email, chat, and phone. Assisting patients and providers navigating benefits and account management issues.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates exceptional customer service skills by providing empathetic and solution-oriented support, effectively navigating complex interactions, and advocating for clients and providers. Proficient in troubleshooting platform issues and communicating benefit details clearly and professionally.

Highest-signal resume keywords

Empathetic Customer SupportConflict ResolutionActive Listening TechniquesProfessional CommunicationAdaptability in Dynamic Environments

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

EmpathyProblem-SolvingCollaborationCustomer AdvocacyProfessionalism

Tools & Technologies

Carrier PlatformsTroubleshooting Procedures

Industry Keywords

Customer ExperienceHigh-Acuity InteractionsCompliance GuidelinesBenefit VerificationClient-Provider Communication

About the role

Key responsibilities & impact

Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones
Troubleshoot and address platform issues that patients and providers are experiencing
Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed
Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status
Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan
Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission
Navigate high-acuity interactions with empathy and/or positivity
Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization
Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

Requirements

What you’ll need

Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
Ability to thrive in a dynamic and evolving environment - must be adaptable.
Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support.
Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations.
Understanding of active listening techniques.
Familiarity with technology and capable of adhering to standard troubleshooting procedures
Experience providing clear, concise, and professional written and verbal communication

Benefits

Comp & perks

Full-time employment
Competitive compensation based on experience
A dedicated wellness program, including support from an in-house psychologist
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Paid Sabbatical Leave
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development