Customer Support Specialist

Description:

Job Location: Remote Position (Hybrid if local to Bakersfield, CA or Southlake, TX)

• We are hiring remotely, however; work hours are based on PST, with some flexibility**
  
  

Are you EPIC?

Do you have the ability to demonstrate, understand and apply HFD’s core purpose and

Values In All That You Do? At HFD, Our Mission Is To Make Healthcare More Affordable By Giving Everyone a Better Way To Pay. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!
  
  

The EPIC Customer Support Specialist we Are Looking For:

We are seeking a detail-oriented and adaptable Customer Support Specialist to join our fast-paced team. The ideal candidate will have strong communication skills—both written and verbal—and the ability to accurately audit payments and reports while delivering exceptional support to both customers and internal teams.

As a Customer Support Specialist, You Will:

• Engage with customers through phone, chat, and email in accordance with standard operating procedures
• Conduct skip tracing on customer accounts
• Audit manual payments and generate reports as needed
• Manage inbound support requests from third-party vendors, such as collection agencies
• Process requests related to fee waivers, manual payments, and due date changes
• Prepare for customer interactions by reviewing product knowledge and HFD service policies and procedures
• Accept payments and resolve customer inquiries, escalating complex issues when necessary
• Assess customer financial situations and negotiate payment terms within company guidelines
• Ensure all customer interactions are documented accurately and handled in a timely, professional manner
• Maintain precise and efficient data entry for all customer-related activities
• Deliver consistent, high-quality service across all touchpoints
• Meet or exceed revenue and quality interaction targets
• Communicate regularly with the Team Lead through weekly reports on achievements, challenges, and performance metrics
• Perform additional duties as assigned to support team and departmental goals
• Additional responsibilities as needed
  
  

Requirements

• Requires excellent written/oral communication skills and the ability to communicate effectively with customers and colleagues.
• Ability to carry out instructions furnished in written and oral form; must be able to work with minimal supervision.
• Ability to effectively de-escalate situations that involve upset customers.
• Ability to maintain a high level of confidentiality.
• Close attention to detail with a high degree of accuracy.
• High school diploma or equivalent
• Customer Service experience preferred
  
  

Hours Of Operation:

• Monday - Friday - 6:00am-8:00pm (PST) *Your assigned shift will fall within this window*
• Saturday - 6:00am-2:30pm (PST)
  
  

Benefits:

• Medical, Dental, Vision Insurance
• 401k with 4% company match.
• Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating federal holiday
• EPIC company culture
  
  

Requirements:

• Requires excellent written/oral communication skills and the ability to communicate effectively with customers and colleagues.
• Ability to carry out instructions furnished in written and oral form; must be able to work with minimal supervision.
• Ability to effectively de-escalate situations that involve upset customers.
• Ability to maintain a high level of confidentiality.
• Close attention to detail with a high degree of accuracy.
• High school diploma or equivalent
• Customer Service experience preferred