About the Role
The individual in this role will manage client communications, address concerns, and support resolution processes while maintaining service standards and contributing to team goals.
Responsibilities
- Respond promptly to client inquiries via phone and email
- Document interactions and update case records accurately
- Escalate complex issues to appropriate departments
- Follow up on pending cases to ensure resolution
- Maintain compliance with company policies and procedures
- Provide clear explanations of policies and available options
- Assist clients in understanding recovery timelines and expectations
- Track and report recurring client concerns
- Collaborate with internal teams to improve service delivery
- Adhere to data privacy and confidentiality standards
- Meet performance metrics related to response time and resolution
- Participate in team meetings and training sessions
- Identify opportunities to enhance client satisfaction
- Maintain professional demeanor under pressure
- Support onboarding of new clients into recovery programs
- Verify client information for accuracy and completeness
- Coordinate with case managers when necessary
- Communicate status updates proactively
- Utilize customer relationship management software effectively
- Handle sensitive information with discretion
- Adapt to changing priorities during peak periods
- Contribute to process improvement initiatives
- Ensure consistent application of service protocols
- Maintain up-to-date knowledge of recovery procedures
- Promote a client-centered service culture
Compensation
Competitive hourly wage with benefits package
Work Arrangement
Hybrid work model with partial remote availability
Team
Mid-sized support team focused on client resolution and service efficiency
Work Environment
- Office and remote settings with scheduled in-person days
- Collaborative atmosphere with structured supervision
- Access to technical tools and support resources
- Regular feedback and performance reviews
Growth Opportunities
- Internal advancement paths for high performers
- Access to professional development workshops
- Mentorship from senior team members
- Opportunities to lead process improvement projects
Not available for this position
