Remote Live Chat Support Specialist at IDS Group – Des Moines, Iowa

Southeastern Integrated Care believes wellness is best achieved in our community by ensuring individuals receive adequate access to quality, integrated behavioral health and medical care resources. Integrated care is an approach to healthcare that involves blending medical care and behavioral health care, with the goal of improving the overall health and well-being of an individual. Southeastern Integrated Care focuses specifically on linking care involving primary, mental health, and substance abuse treatment through a team of qualified, licensed clinical professionals. Our team of clinicians work with consumers to coordinate engagement in their care to ensure proper management of medical and psychosocial needs.

We are seeking a dedicated and enthusiastic Remote Live Chat Support Specialist to join our Customer Support team. As the first point of contact for our customers, you will play a pivotal role in delivering exceptional service and ensuring customer satisfaction. This full-time, hourly position offers you the opportunity to work remotely while engaging with customers worldwide in English. Join a fast-paced environment where your problem-solving skills and customer-first attitude will make a meaningful impact every day.

Responsibilities

• Respond to customer inquiries via live chat and email promptly and professionally.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer issues and complaints by identifying solutions or escalating to the appropriate team when necessary.
• Record customer interactions and update account information in the designated systems.
• Collaborate with internal teams to address and resolve recurring issues or enhance customer experiences.
• Maintain a high level of product knowledge to assist customers effectively and confidently.
• Analyze customer feedback to provide insights for improving the customer support experience.
• Meet and exceed performance metrics, including response time, issue resolution time, and customer satisfaction scores.

Qualifications

• Proficiency in English with excellent written communication skills.
• Previous experience in customer support or a similar role, preferably in a live chat environment.
• Strong problem-solving abilities with a customer-focused mindset.
• Ability to multitask and manage time effectively in a fast-paced, remote work setting.
• Familiarity with customer support software like Zendesk, Intercom, or similar tools is a plus.
• Comfortable with technology and quick to learn new systems or tools.
• A high level of empathy, patience, and professionalism when interacting with customers.
• Reliable internet connection and a quiet workspace conducive to remote work.

The pay range for this role is:
75,000 - 85,000 USD per year(Remote (Des Moines, Iowa, US))