Customer Support

• Serve as a strategic partner to a senior leader and leadership team within a major division.
• Identify opportunities to leverage CX & The Way We Work capabilities.
• Lead the division’s adoption of The Way We Work mindsets and practices.
• Develop a deep understanding of the division’s strategy and operating environment.
• Create and own a divisional roadmap focused on opportunities for value creation.

Division Business Partner, Customer Experience – The Way We Work Enablement

• Investigate, triage, and resolve customer-reported issues across Electric's SaaS platform and desktop applications
• Handle a high volume of concurrent cases with disciplined follow-up
• Reproduce and document product bugs with enough technical detail
• Evaluate browser console logs, network requests, and application errors
• Escalate complex or unresolvable issues to Senior Specialists or Engineering
• Complete technical tasks submitted by Customer Success Managers
• Contribute to internal and external knowledge base articles
• Identify and surface patterns in customer issues to Support leadership
• Work across teams — CS, Product, Engineering

Senior Product Support Specialist

• Accurately enter and maintain sales orders, order changes, and information using SAP system.
• Communicate to customers and internal personnel in a timely, clear, efficient and appropriate method regarding all aspects of sales demand including delivery status, production schedules, lead times, revisions, and delivery requirements.
• Provide appropriate information to facilitate quotations for sales inquiries for both potential and existing customers.
• Assist new product development & sales with communication to customer regarding changes/planning and missing info as necessary.
• Develop forecasts with customers, sales, and planning to ensure good customer service and maximize production capacities.
• Maintain Forecast systematically as per customers Contract & SLA.
• Monitor pricing in SAP system to match customer PO, report discrepancy & request updates as necessary, maintain orders updated with most current pricing published.
• Work with NPD and Sales to ensure invoicing of customer for tooling charges.
• Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs.
• Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department.
• Coordinate closely with the Shipping team to execute on time shipment of customer orders.
• Assist Shipping with customer portals used for data entry and order processing.
• Manage and maintain orders received via electronic data interchange (EDI).
• Promote new and existing business through quoting prices and delivery lead times according to the approved pricing guidelines and analysing current stock levels.
• Issue return material authorizations when requests are received from customers.

Customer Service

• Lead and manage a team of 12–15 associates responsible for delivering high-quality, phone and transaction-based customer service, while fostering an inclusive and engaging team environment
• Oversee daily operations by setting performance goals, monitoring results, and driving accountability to meet or exceed service and productivity targets
• Coach and develop associates through regular feedback, performance discussions, and use of reporting and insights to improve individual and team effectiveness
• Ensure quality service delivery by overseeing call and transaction quality standards, monitoring performance, and driving continuous improvement initiatives
• Use data and workforce insights to optimize scheduling, staffing, and work allocation, leveraging trends and forecasting to maximize efficiency
• Act as a point of escalation for complex issues, ensuring timely resolution while identifying opportunities to improve processes and enhance the customer experience
• Partner with leadership and cross-functional teams to support business initiatives, align to strategic priorities, and implement process improvements
• Support team engagement and culture by recognizing contributions, reinforcing positive performance, and promoting a collaborative, high-performing environment
• Perform other duties as needed to support the commitments made to our customers

Manager, Customer Service – LTC Transactions

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Customer Service Representative

• Field phone calls from clients and participants throughout the day regarding topics such as password reset, participant account balances, questions on debit card declines, submission of claims, and ordering replacement cards.
• Process forms and enter data related to benefit processes in a timely manner.
• Research and respond to claims questions.
• Send routine confirmation and documentation request emails and letters.
• Log/tag calls received to support excellent customer care and internal communication.
• Provide a high level of customer service to all clients and participants.
• Maintain quality work that exemplifies and promotes our company’s core values.

• Healthcare Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns.
• Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns.
• Calmly attempt to resolve and de-escalate any issues.
• Escalate interactions when necessary and appropriate.
• Respond to requests for assistance and/or possible processing payments.
• Track all call related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell if required.

Healthcare Customer Service Representative

• Advocate for the client to ensure their needs are being met.
• Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process.
• Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team.
• Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients.
• Working with our clients to learn and understand their current workflows.
• Keep diligent records of all client meetings, tasks, and deliverables.
• Seeking out and nurturing relationships with power-users and influencers within client sites.
• Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues.
• Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score.
• Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment.
• Collaborating with first responders, which is a uniquely satisfying experience.
• Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

Customer Experience Manager

• Advocate for the needs of learners and provide support and issue resolution across all phases of the learner experience.
• Support employment verification and Public Service Loan Forgiveness (PSLF) certification processes.
• Understand how learners move through their academic journey and the barriers or challenges they may face.
• Connect internal teams and external partners to solve issues raised by learners and enhance the learner experience.

Learner Support Specialist

• Consult with your neighbors on the available services that can support their situation
• Provide the best solutions for their need via a variety of communication channels that could include voice, email or chat
• Respond to customer inquiries with active listening
• Resolve customer issues with patience and understanding

Bilingual Customer Service, Spanish-English

Customer Service Representative – Govt Public Trust Clearance

• Answer inbound calls to the Member Services Department using the Plan’s standard greeting
• Respond to caller’s inquiries and resolve member, vendor, and provider requests for information and member materials
• Provide accurate information to callers regarding benefits, Member Handbook, and other requested information
• Research, identify, and resolve caller’s complaints using applicable resources and systems
• Warm transfer calls to appropriate individuals, as required
• Identify and escalate issues, as appropriate
• Document all call outcomes in the electronic medical record system
• Maintain and update member records with pertinent information, as necessary
• Advise Members of the Plan’s grievance and appeals processes, the service authorization process, and the Member’s right to a fair hearing and/or external review
• Develop and maintain effective working relationships with members, service providers, and all members of the care management team
• Facilitate language translation and communications assistance for callers requiring special accommodations

Customer Care Representative

• Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns.
• Handle and carefully respond to all customer inquiries
• Provide excellent customer service through active listening
• Work with confidential customer information and treat it sensitively
• Aim to resolve issues on the first call by being proactive
• Appropriately communicate with customers
• Calmly attempt to resolve and de-escalate any issues
• Escalate interactions when necessary and appropriate
• Track all call related information for auditing and reporting purposes
• Provide feedback on call issues
• Upsell if required

• Investigate and follow up on Non-Conformance issues to resolve order discrepancies and ensure prompt resolution
• Provide Non-Conformance status updates to Customer Service
• Process customer purchase orders promptly and with a strong focus on accuracy and attention to detail.
• Address customer inquiries related to orders and shipments, availability of stock, and other related information as required.
• Act as liaison between Sales, Warehouses, Finance, and Supply Chain teams to facilitate order fulfillment.
• Analyze and communicate customer options for stock-out substitutions or up-sell opportunities.
• Field customer complaints and inquiries, coordinating with internal departments as needed to proactively resolve customer, product, or other related issues in a timely manner.
• Issue Sales Returns and Credit Memos as needed.
• Manage inbound phone calls from both your assigned accounts as well as general indirect customer base; with a strong focus on responsiveness and consistent availability.
• Maintain awareness of, and accountability for, meeting key performance indicators (KPIs), ensuring service standards, response times, and customer satisfaction goals are consistently achieved.
• Track, document, and report discrepancies to ensure accurate records
• Maintain in-depth working knowledge of, and strong adherence to, company’s products, systems and processes.
• Other related job duties as required.

Customer Service Representative – Distribution Support

• Support Sales Representatives: Serve as a direct resource for Sales Reps, handling new business inquiries, completing applications, and providing coverage when Reps are unavailable.
• Guide Clients Through the Purchase Process: Build rapport with prospective customers, gather the information needed to move their application forward, and deliver a smooth, professional buying experience.
• Quote New Business: Run accurate insurance quotes across multiple carriers for new customers, clearly presenting coverage options and helping clients understand the products that best fit their needs.
• Complete Applications: Prepare, submit, and follow up on new policy applications, ensuring all required documentation and information are collected accurately and on time.
• Educate and Advise: Explain coverage options, discounts, and policy features to help clients make informed decisions — with a focus on finding the right fit, not just the fastest close.
• Meet Performance Goals: Consistently achieve KPI benchmarks, including % of Binds and Contacts Handled, in line with company expectations.
• Stay Queue-Ready: Maintain availability and manage phone states appropriately to ensure clients and Sales Reps receive prompt, professional support throughout the day.

Sales Support Specialist

• Provide exceptional customer service regarding travel products and services; including, promptly responding to email and telephone requests for policy adjustments, questions on coverage and technology platforms
• Prepare and host Trainings on both product information and technology platforms: create and record trainings for distribution and/or posting on the Advisor Dashboard; edit existing training(s), incorporates feedback gathered from participants/partners to improve training, processes, and products
• Keeps up to date on Presentation Technology and trends. Ensure clear communication throughout the conceptualization and implementation of training
• Process Partnership Agreements, including opening and closing accounts, address changes, changes in commission structure, etc.
• Assist Account Managers to ensure accurate information is housed in Salesforce.com, including but not limited to, existing customer profiles, complete prospect and suspect information, project identifications with timelines and competitive products installed
• Adherence to Case Management process, including the input or review of cases reported by account managers/accounts for exception requests/changes to ensure completion and assign to appropriate person for resolution; refer high profile cases through the Case Management process to the Senior Account Administrators for immediate processing
• Leadership of the initiative for our Agent Engagement - Social Media
• Identify any Operational issues and escalate, including working with QA to resolve issues
• Manage the Advisor Compensation program with our Finance Team: research and provide feedback on commission
• Perform various Administrative duties for the Sales and Account Management Team
• Provide licensing and compliance support

Travel Advisor Support Specialist

• Respond to incoming calls, live chats, and emails from Phorest clients.
• Diagnose and troubleshoot software questions.
• Use remote-access tools to support clients through technical issues.
• Build strong product knowledge across the Phorest platform.
• Escalate more complex or critical issues to senior support teams.
• Act as the voice of the customer by sharing product feedback and feature requests.
• Collaborate with Support, Product, and Engineering teams.

Customer Support Agent

• Provide prompt, easy-to-understand support to independent agents via inbound and outbound calls, chat, and email.
• Resolve standard servicing, billing, and technical questions using established workflows and tools.
• Accurately interpret policy language and escalate risk or underwriting concerns as needed.
• Master the use of support systems (e.g., Staff, billing platforms) to complete agent requests efficiently.
• Proactively surface feedback and insights to improve the agent experience and internal workflows.
• Work collaboratively in a fast-paced, team-based environment while maintaining schedule and documentation standards.

Agency Support Specialist

• Field a high volume of broad scope customer service requests/inquiries from agents, insureds, and field staff
• Respond to or direct emails received in multiple shared email boxes from agents, insureds and field office personnel
• Field phone calls from agents, insureds and field office personnel
• Assist insureds within the navigation of external websites for insurance coverage
• Provide Loss Runs, copies of policies and other documents as requested
• Research, escalate, and follow through on any reported issues identifying a breakdown in service

See all jobs on JobTailor

Division Business Partner, Customer Experience – The Way We Work Enablement

Senior Product Support Specialist

Customer Service

Manager, Customer Service – LTC Transactions

Customer Service Representative

Customer Service Representative

Healthcare Customer Service Representative

Customer Experience Manager

Learner Support Specialist

Bilingual Customer Service, Spanish-English

Customer Service Representative – Govt Public Trust Clearance

Customer Service Representative – Govt Public Trust Clearance

Customer Care Representative

Customer Care Representative

Customer Service Representative – Distribution Support

Sales Support Specialist

Travel Advisor Support Specialist

Customer Support Agent

Agency Support Specialist

Customer Service Specialist – Operations