[Hiring] Customer Support Specialist II @Vera Whole Health

Role Description

The Customer Support Specialist II handles standard operational processes under moderate supervision, applying working knowledge to tasks that occasionally require interpretation or deviation from standard procedures. Decisions are procedure-driven and have direct impact on team output. This job communicates information that may require explanation, and achieves results within defined oversight.

This job resolves a broader range of customer inquiries with increasing independence, handles moderate complexity contacts, and supports team consistency by sharing knowledge with newer staff.

Qualifications

• High volume of inbound customer contacts across assigned channels.
• Working knowledge of products, billing practices, and service procedures.
• Ability to communicate account information, plan details, and resolution steps clearly to customers.
• Experience in documenting contacts and resolutions accurately in the case management system.
• Capability to identify recurring issues or process gaps.
• Experience in onboarding newly hired team members.

Requirements

• Handle standard and moderately complex inquiries.
• Resolve issues with limited escalation.
• Adapt explanations to audience needs.
• Surface recurring issues to team leadership for review.

Benefits

• Compensation Range: $17.10 to $25.65.
• Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.