Customer Support Specialist

Description
The Customer Support Specialist will help Lynx members resolve questions and make the most of their benefits. This role involves responding directly to member inquiries, managing support tickets through resolution, coordinating with internal teams to address issues, and assisting Lynx leadership with operational tasks.

The ideal candidate will have an understanding of customer service best practices, possess excellent communication and organizational skills and have a passion for providing excellent customer service.

General Profile

This is a full-time, non-exempt, hourly individual contributor position working from home. The regular schedule is Monday through Friday, with flexibility to work eight-hour shifts between 8 a.m. and 8 p.m. ET. This position is eligible for overtime for hours worked over 40 in a workweek.

Job Responsibilities

Answer, research and resolve incoming calls from customers or their representatives
Monitor, research and respond to incoming tickets from clients or vendors
Process adjustments
Process manual claims
Support maintenance of standard operating procedures and training materials
Assist with new projects or initiatives as assigned
Assist with other duties as assigned

Required Qualifications

High School Diploma / GED
3+ years of customer service experience or 3+ years in financial services analyzing and solving customer problems with a minimum of 1 year phone servicing experience.
Familiarity with computer and Windows PC applications which includes the ability to learn new computer system applications
Ability to work any 8-hour shift between the hours of 8am to 8pm ET, Monday through Friday.
Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
Ability to manage changing priorities and directives
Excellent communication, organizational, and problem-solving skills
Able to work in a fast-paced environment
Proficiency in Microsoft Office Suite

Preferred Qualifications

Prior Financial Services experience
Prior Call Center experience
Prior Health Benefits Account experience
Prior Payment Card experience
Bilingual fluency in English and Spanish
College degree or equivalent years of experience