Customer Care Associate
Headway👥 1001 - 5000 employees🏢 Mental Health Care
As a Customer Care Associate, you will guide providers and patients through their experience on Headway, resolving inquiries and enhancing customer satisfaction.
Associate - Customer Service - Work At Home
📅 Jul 7, 2025
Customer SupportBilling InquiriesProblem-solvingTechnical Support
📜 Description
- Support general billing inquiries and access customer records.
- Identify potential customer needs and recommend appropriate solutions.
- Place follow-up calls to ensure customer needs are met efficiently.
- Access databases and technical applications to determine root causes and resolutions.
- Interact with client departments regarding escalations and schedule technician visits as needed.
- Attend job-related training for new products and services.
🛠️ Requirements
- High School diploma or equivalent.
- Basic PC keyboarding skills and Microsoft Office experience.
- Direct client contact technical support experience.
- Excellent verbal and written communication skills.
- Strong problem-diagnosis and problem-solving skills.
- Experience working with CRM applications (preferred).
- Ability to work from home with specified technical requirements.
Full job description
Company Description
Sutherland is seeking enthusiastic and people-oriented professionals to join our dynamic team as Customer Support Consultants. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Job Description
Consultants in this role get to: Strengthen relationships: Support for general billing inquiries. Access customer records and verify customer account information. Identify potential customer needs and recommend solutions. Place follow-up calls to customers to ensure their needs are met in an efficient manner. Develop problem solving abilities: Access customer databases, knowledge resources and technical applications to determine root causes and resolutions. Teamwork: Interact with client departments (test desk, field service, dispatch) regarding escalations. Schedule a technician visit when needed. Improve technical skills: Attend job-related training: new hire and refresher training, new product or service updates and product cross-training.
Qualifications
Our most successful candidates have: - High School diploma or equivalent - Basic PC keyboarding skills; Microsoft Office experience (Outlook, Word, Excel) - Direct client contacts technical support experience - Excellent verbal and written communication skills - Strong problem-diagnosis and problem-solving skills - Multi-tasking skills, showcased using several applications - Experience working with CRM applications (preferred) - Ability to be goals oriented - Strong communication skills and ability to express ideas clearly - To work from home you must: 2.0 Ghz Dual Core or better processor,2 GB RAM (some employment opportunities require a minimum of 4 GB RAM),10 GB available hard drive space,Sound card,Windows 7, including Windows 8 and 8.1, Internet speeds of 1 Mbps upload and 15 Mbps download, Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone
Additional Information
All your information will be kept confidential according to EEO guidelines.
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