Customer Care Specialist

Responsibilities

• Resolve high-complexity or escalated customer issues, including those involving multiple systems, sensitive customer concerns, or urgent service failures.
• Act as a subject matter expert (SME) for specific products, services, or processes, supporting team knowledge development and operational excellence.
• Provide structured coaching and mentoring to other representatives, including shadowing sessions, feedback reviews, and skill development.
• Monitor and evaluate call quality and performance metrics, identifying opportunities for improvement and assisting in corrective action plans.
• Lead or participate in cross-functional projects, such as system upgrades, workflow redesigns, or customer experience initiatives.
• Support training and onboarding efforts, helping new hires acclimate to systems, policies, and customer service expectations.
• What You'll Bring to Zelis:
• Associates degree & 1 year or HS Diploma and 3 yrs
• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
• Leads complex initiatives with exceptional organizational and documentation practices.
• Communicates effectively with cross-functional teams and stakeholders.
• Leverages advanced proficiency in Microsoft Office Suite and enterprise platforms to drive efficiency.
• Solves ambiguous problems using data-driven analysis and structured problem-solving.
• Operates autonomously, mentors others, and fosters a collaborative team environment.
• Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.
• Location and Workplace Flexibility
• While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.
• Base Salary Range
• $16.00 - $21.00
• Equal Employment Opportunity
• Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employ

Benefits

Additional Information

At Zelis, we Get Stuff Done. So, let's get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Serves as a subject matter expert and handles escalated customer issues. Supports team leads and contributes to quality assurance and training efforts.

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