Customer Support Specialist II – Omnichannel

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Crescendo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2024

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $50M Series C - Crescendo on 2024-10

Artificial Intelligence • SaaS • B2B

Crescendo is an AI-native contact center and CX platform that combines continuously operated AI assistants with human CX specialists to deliver guaranteed outcomes across chat, voice, email and other channels. They provide multimodal AI assistants (chat, voice, email, shopping assistant) plus operational AI for continuous optimization, managed BPO services, CRM and SaaS integrations, and industry-focused solutions for retail & e-commerce, financial services, connected devices, and health & wellness. Crescendo emphasizes outcome-based pricing, performance guarantees, SOC-2 and HIPAA compliance, and rapid deployment to improve customer satisfaction, reduce response times and lower costs.

📋 Description

• Provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phones • Troubleshoot and address platform issues that patients and providers are experiencing • Facilitate communication between clients and providers to arrange care, escalating sensitive issues when needed • Collaborate with insurance agents and navigate carrier platforms to verify plan benefits and status • Investigate, interpret and explain benefit details and out of pocket costs according to the client's plan • Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partner’s mission • Navigate high-acuity interactions with empathy and/or positivity • Operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organization • Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management

🎯 Requirements

• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. • Ability to thrive in a dynamic and evolving environment - must be adaptable. • Proven ability to handle a high volume of customer interactions while providing high quality, empathetic support. • Strong ability to independently own resolution of conflict, while maintaining empathy in challenging situations. • Understanding of active listening techniques. • Familiarity with technology and capable of adhering to standard troubleshooting procedures • Experience providing clear, concise, and professional written and verbal communication

🏖️ Benefits

• Full-time employment • Competitive compensation based on experience • A dedicated wellness program, including support from an in-house psychologist • Attractive benefits package including medical, dental, and vision options based on location • Access to free posture-based fitness workouts from home • Paid Sabbatical Leave • Training opportunities provided by Crescendo and outside entities • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development