Customer Support

• The Peer Support Specialist will provide guidance and support to individuals struggling with substance abuse, psychological trauma and /or mental health issues.
• This position assists in implementing/creating a recovery environment and acts as an advocate for the needs and rights of the client.
• This position will assist Community Paramedics, Case Managers, Substance Use Disorder Counselors or Mental Health staff with getting the client connected to community resources to ensure continuity of care for their identified needs.
• Respond to overdose calls in Durham County.
• Conduct client outreach and follow-up with the clients in the community.
• Conduct follow-up visits to individuals who have experienced an overdose.
• Meet with clients regularly to provide one-on-one counseling and support.
• Provide individualized harm reduction education and efforts to clients on overdose prevention, use of naloxone, Hepatitis C Virus, STI and HIV risk reduction and safer drug use.
• Arrange medical appointments, monitor client behavior, schedule pro-social activities, and provide client transportation.
• Train individuals on local overdose reversal protocol, offer harm reduction resources, and care options.
• Assist clients with identifying personal strengths to help them reach and maintain recovery goals.
• Model recovery values, attitude, beliefs, and personal action to encourage wellness.
• Teach and promote self-advocacy and empower clients to use their legal rights.
• Provide linkage to community resources. Interact with all public agencies.
• Participate in team meetings and in-person training sessions on best practices in harm reduction and complete ongoing training to maintain certification compliance.
• Maintain and submit required documentation (treatment plans, service notes, etc.).
• Work with community agencies to link clients to wraparound services as needed and complete and submit necessary referral paperwork.
• Collect and maintain up-to-date knowledge of local resources: healthcare, treatment, and social services providers in Durham County.
• Assist in community educational and outreach activities such as overdose recognition and treatment, community naloxone distribution, etc.
• Performs related work as assigned.

Peer Support Specialist – Provisional

• Take inbound calls for IFF and route caller to correct team member
• Utilize Beyond to cross reference insurance information on repeat damagers
• Enter/update insurance information into Beyond
• Extensive phone usage to file claims
• Determine appropriate claim codes to update Beyond
• Assist supervisor and team members as requested

Call Center Customer Service, Insurance Finding & Filing

• Establishing and maintaining profitable professional relationships with customers.
• Ensuring that all customer requirements are completely met.
• Providing world-class customer service.
• Responding to requests via incoming telephone calls, emails, and chats.
• Attending to customer questions, complaints, and concerns immediately and facilitating satisfactory resolution.
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis.

Customer Service Representative I

• Respond to user queries across email, chat, phone and video
• Troubleshoot issues clearly and calmly
• Escalate complex bugs to Engineering with strong context
• Lead onboarding sessions for new partner organisations
• Deliver clear, engaging and interactive training both virtually and in person
• Travel to customer sites across the US (sometimes on short notice) to deliver hands-on support
• Share structured feedback and insights from the frontline
• Create and improve help centre content, guides and FAQs

Customer Adoption & Support Specialist

• Answering inbound telephone calls and providing excellent customer support
• Responding to customer questions and comments via phone, email, and Live Chat and SMS with speed and professionalism
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Follow up on all written correspondence and escalate to customer service manager on duty as necessary
• Coordinate and follow up with other departments to ensure problem resolution
• Work together with other customer service team members to promote an environment of customer satisfaction
• Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy
• Answering questions and helping customer service representatives who need assistance
• Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary

Senior Customer Service Representative

• Provide onsite support to our customers, who include patients and hospital staff, to ensure services meet or exceed customers’ expectations
• Collaborate with other team members to troubleshoot and resolve any issues affecting services
• Familiarize customers with the use of our interactive system and its features
• Replace small defective equipment as needed (tv, pillow speakers, phones)
• Perform other related duties as assigned.

Patient TV Support Representative

• Answering inbound telephone calls and providing excellent customer support
• Responding to customer questions and comments via phone, email, and Live Chat and SMS with speed and professionalism
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Follow up on all written correspondence and escalate to customer service manager on duty as necessary
• Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service team members to promote an environment of customer satisfaction
• Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy
• Answering questions and helping customer service representatives who need assistance
• Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary

• Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.
• Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies.
• Reproducing issues reliably and capturing high-quality technical detail
• Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.
• Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.
• Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.
• Creating and updating Intercom articles and FAQs to support automated customer support.
• Improving internal troubleshooting playbooks and support processes to increase speed and consistency.
• Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.

Customer Support Specialist

• Deliver consistent, high-quality support to hotline users
• Utilize crisis intervention best practices
• Answer inbound crisis-intervention telephone calls and online chats
• Provide timely, accurate support and connect with relevant resources
• Collaborate with fellow NSAH hotline staff
• Attend required monthly NSAH all-staff meetings
• Complete initial training and maintain expertise in the unique needs of each client

NSAH Support Specialist – Saturday, Sunday, Monday 11:00 PM ET–7:00 AM ET

• Deliver consistent, high-quality support to those reaching out through the National Sexual Assault Hotline, as well as through partner hotlines operated by RAINN.
• Utilize crisis intervention best practices including safety planning, brainstorming, and listening skills to provide compassionate support to hotline users.
• Complete regular training on serving NSAH users and users of hotlines RAINN operates for clients, staying up to date on the specific needs of each client.
• Answer inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines.
• Maintain knowledge regarding the specific needs of users of client hotlines, including, but not limited to: college populations, law enforcement, nurses and civilians.
• Provide timely, accurate support to NSAH users, including offering appropriate referrals and connecting them with relevant resources.
• Collaborate with fellow NSAH hotline staff and assist with quality assurance efforts to ensure consistent, high-quality service delivery.
• Monitor NSAH sessions and offer real-time support and guidance to staff and peers to ensure effective, high-quality service delivery.
• Maintain knowledge and adhere to RAINN's and NSAH's policies and protocols as well as those of client contracts.
• Supervise inbound crisis-intervention telephone calls and online chats to NSAH users and client hotlines.
• Facilitate and manage online group chat services/sessions, ensuring a safe, supportive, and well-moderated environment for participants.
• Assist with semi-annual call-throughs to audit resource databases.
• Assist with NSAH-specific data collection by completing session assessments during each shift and promptly notifying the Shift Manager or Lead on Duty of any new information, trends, or concerns that arise.
• Collect and enter client-specific data for all client contacts.
• Commit to 24/7 service coverage by working a minimum of two (2) holidays per year, helping ensure that survivors and their loved ones have uninterrupted access to critical support.
• Attend required monthly NSAH all-staff meetings to stay informed and aligned with program updates and priorities.
• Attend and actively participate in ongoing training sessions designed for all NSAH staff to maintain and strengthen skills.
• Perform other duties and responsibilities as assigned, in support of NSAH’s operations and service delivery.

NSAH Support Specialist – Saturday, Sunday, Monday, 3:00 PM ET–11:00 PM ET

• Supports our administrative team - high volume, fast paced.
• Demonstrates strong organizational skills to manage multiple projects/tasks at a time.
• Communicates in a professional and timely manner to develop rapport with both team and end-users.
• Maintains strong working relationships and handles confidential information.
• Takes initiative and makes sound, independent decisions.

Legal Support Specialist – Admin

• The Business Support Specialist handles client inquiries by gathering information through inquisitive questioning to identify the nature of the problem and troubleshoots product and training related questions.
• Support and training are provided to clients via phone, email, and live chat.
• Document the issue in Salesforce and offering a resolution, so our clients are successful.
• Stay up to date on Meevo product knowledge and internal business processes.
• Understand and build technical knowledge of Meevo’s products, integrations, and business scenarios.

Business Support Specialist – Salon and Spa

• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
• Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
• Receive and respond to inquiries related to insurance matters.
• Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
• Document customer interactions and outcomes thoroughly in system.
• Escalate unresolved issues requiring advanced support for further resolution.
• Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.

Licensed Insurance Customer Care Representative, P&C Producer License Required

• Provide exceptional email, chat and phone support to our members and planners, nurturing long-lasting relationships.
• Ensure adherence to our Service Level Agreements (SLAs) for response times and customer satisfaction.
• Proactively identify trends and issues to enhance the user experience.
• Go above and beyond to deliver a world-class customer experience by meeting and exceeding user needs
• Develop a deep understanding of our products to offer informed support and advice.
• Gather customer feedback to inform product improvements and customer experience strategies.

Part-Time Customer Experience Associate

• Provides administrative services to the Office of Legislative Counsel
• Manages administrative services for the Office
• Staffs the Legislative Committee on Administrative Rules
• Provides services to the Judicial Rules and Judicial Retention Committees
• Staffs other committees as needed

Legislative Counsel Support Specialist

• Manages a staff of employees for AIL
• Manages day-to-day call center operations, ensuring efficient handling of inbound and outbound calls
• Leads, coaches, and develops staff members to ensure all departmental goals are met efficiently and effectively
• Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs
• Give presentations to Senior and Executive Management regarding department performance and insights
• Use data-driven analysis to optimize contact center operations
• Serve as a project manager or subject matter expert for the assigned teams or projects.
• Develops, implements, and reviews ongoing performance results
• Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction
• Handles customer escalated issues, ensuring timely resolution and a positive customer experience
• Implement call center policies, procedures, and best practices to improve efficiency and service quality
• Collaborate with workforce management to schedule staff and ensure adequate coverage
• Provide regular performance feedback and conduct evaluations to support employee growth
• Use data and call center metrics to identify trends, improve processes, and recommend solutions
• Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery
• Champion a culture of accountability, teamwork, and continuous improvement
• Participates in daily, weekly, monthly, and annual planning processes as appropriate
• Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment
• Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.

Manager, Customer Care

• Coordinate and facilitate academic functions such as enrollment, onboarding, and advising functions
• Serve as a point of contact for matters relating to these functions
• Work collaboratively across the university to ensure a seamless student experience
• Identify gaps in current processes and recommend/develop new ones
• Serve as liaison between team and project managers
• Develop comprehensive communication plans for various processes

Operations Support Specialist

• A Customer Service Associate I – Bilingual is responsible for handling inbound and outbound calls to assist Spanish-speaking and other patients with billing inquiries, complaints, and requests.
• The caregiver utilizes overall knowledge of the Revenue Service Organization to provide accurate information, resolve issues, and ensure patient satisfaction.
• Provides coverage for Spanish-speaking patients and others for incoming calls and inquiries.
• Utilizes various computer systems to resolve patient billing questions and document interactions.
• Works with patients over the phone or through other electronic methods to provide resolution to inquiries and complaints in a patient-friendly fashion.
• Negotiates with patients to resolve their financial liability by collecting payments, setting up payment plans or educating them on financial assistance programs.
• Responsible for meeting productivity and quality measures including first contact resolution goals for patient encounters.
• Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.

Bilingual Customer Service Associate

• Interacts with patients and other staff in a professional and respectful manner.
• Consistently provides excellent customer service and makes patients feel welcome.
• Manage general office procedures and promote a sense of “teamwork”.
• Represents the department to outside entities in a positive, professional way.
• Responsible for chart preparation for established care visit, additional patient visits, program discharges, hospital follow-up and associated regulatory, programmatic, and health center paperwork.
• Completes initial review of outside records and updates EPIC as appropriate with pertinent data to maintain accuracy of chart.
• Manage and monitor internal referral work queues within the Recovery Services clinic.
• Updates health maintenance, problem list, immunizations and care teams.
• Composes and types detailed and accurate messages using telephone encounters and staff messages appropriately.
• Works with direct provider input to create letters through EPIC to communicate results to patients.

Clinical Support Specialist

• Supervise the School Based Support Specialists and provide direct clinical care with a caseload or through intake and annual assessments.
• Hold regularly scheduled individual supervisory sessions and team meetings with supervisees.
• Accompany School Based Specialists to see clients at their school on a periodic basis to assure worker safety and quality performance.
• Assist supervisees in the effective management of their time, as dictated by DMH standards and departmental needs.
• Participate in staffing of clients to identify problems and establish goals and objectives for treatment and assumes management responsibilities for cases assigned.
• Participate in the quality assurance process both in presenting or facilitating the presenting of cases and situations and in giving input in cases and situations.
• Participate in the development of initial/master treatment plans (ITPs), ITP (annual) updates and 90-day reviews of ITP’s as needed.
• Be readily available to serve as back up to supervisees when supervisees are unavailable (due to being with other clients, sickness, vacation, etc.) or in need of additional expertise.
• Become involved in direct crisis intervention during regular business hours and as needed on a call down basis after hours or on weekends.
• Regularly review and monitor written documentation, providing corrective feedback and employee discipline as needed, to assure compliance with documentation requirements.

Customer Support jobs in United States

See all jobs on JobTailor

Peer Support Specialist – Provisional

Call Center Customer Service, Insurance Finding & Filing

Customer Service Representative I

Customer Adoption & Support Specialist

Senior Customer Service Representative

Patient TV Support Representative

Senior Customer Service Representative

Customer Support Specialist

NSAH Support Specialist – Saturday, Sunday, Monday 11:00 PM ET–7:00 AM ET

NSAH Support Specialist – Saturday, Sunday, Monday, 3:00 PM ET–11:00 PM ET

Legal Support Specialist – Admin

Business Support Specialist – Salon and Spa

Licensed Insurance Customer Care Representative, P&C Producer License Required

Part-Time Customer Experience Associate

Legislative Counsel Support Specialist

Manager, Customer Care

Operations Support Specialist

Bilingual Customer Service Associate

Clinical Support Specialist

Supervisor, School Based Support Specialist