Senior Assistant, Customer Support – Amazon Store

Summary As a Senior Assistant, Customer Support at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. Your role in our mission This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

• 2 or more years of customer service experience in any industry, with strong written and oral communication skills
• Proficiency with basic help desk tools, computer software, and Microsoft Office applications
• Strong problem-solving skills and the ability to identify and engage appropriate stakeholders to resolve client inquiries
• Payment processing experience strongly preferred
• Bilingual in Spanish preferred, but not required

• Remote US opportunity.
• Reliable high-speed internet connection required (minimum 24 Mbps download / 8 Mbps upload).
• Office presence may occasionally be required if directed.
• 8-hour shift between 8:00 a.m. and 5:00 p.m. CST, Monday through Friday.
• A fast-paced, evolving work environment with opportunities to learn and grow