Role overview

The Senior Customer Support Specialist is responsible for ownership of entire escalation process including review, identification of required actions, and external response. The Senior Customer Support Specialist works cross-functionally to resolve client issues and serves as a go-to resource within the team.

A day in the life...

• Analyze and monitor customer escalation reports to identify trends and update Knowledge Base tool.
• Identify, manage and record escalation trends and communicate process issues, product defects and trends to Director, Support to drive continuous improvement.
• Review, identify and analyze root cause for all escalated service requests; continuously improve based on analysis within delivery teams.
• Focus on developing proactive solutions to avoid common issues within escalation process.
• Provide guidance and support to Customer Support Specialists; serve as a go-to resource for complex escalations.
• Own escalated cases received from various channels including: complaint review requests received from the customer, live HAC escalations, and negative NPS survey responses.
• Execute review of member interactions, provide summary, and develop plan to resolve client issues including: identification of process errors, content gaps, misquotes, coaching opportunities, and associated action items such as service recovery, claims and benefits outreach to health plan, etc.
• Act as a liaison to coordinate internal efforts cross-functionally through to issue resolution and completion of all related action items.
• Draft external response and act as the point of contact for any follow up questions from the customer.
• Ensure customer requests are responded to within agreed upon time frames and are resolved to customer and client satisfaction.
• Use all key customer resolution tools across all service groups to facilitate resolution of customer concerns.

What we are looking for...

• Minimum 3 years proven track record of successfully resolving external escalations
• Minimum 2 years claims & benefits literacy
• Strong understanding of Operations processes
• Ability to learn quickly and navigate through various internal Accolade systems
• A curious problem solver, who dives deep into information, uncovers & analyzes issues that may not be seen on the surface, and works to solution
• Ability to work autonomously
• Exceptional communication and interpersonal skills, including strong ability to fully listen to an issue or problem, and thoughtful written and verbal communication
• Ability to juggle multiple tasks on multiple timelines
• Able to translate ambiguity when all information is not available
• Experience managing projects
• Process-oriented
• Experience working cross functionally
• Strong influencing skills
• Empathetic and open-minded; someone who approaches situations with the person in mind and considers all angles without rushing to judgment