Customer Care Specialist

Zelis

Customer Care Specialist at Zelis handling complex customer issues and guiding representatives. Collaborating with teams to enhance customer experience and driving process improvements.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.
Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.
Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.
Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.
Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.
Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

Requirements

What you’ll need

HS Diploma & 1-3 yrs
Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
Demonstrates advanced organizational and documentation skills across multiple concurrent projects.
Communicates effectively with cross-functional teams and stakeholders.
Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.
Detail-oriented with strong analytical and problem-solving abilities.
Works independently with minimal supervision and contributes actively to team success.
Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Benefits

Comp & perks

Health insurance
Professional development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

AI toolsintelligent promptsdocumentation skillsanalytical skillsproblem-solving skills

Soft Skills

organizational skillseffective communicationdetail-orientedindependent workteam collaboration

Certifications

HS Diploma