The Client Care Advisor Level 2 interacts with customers regularly in order to provide technical support for application software over the phone, by email and, through live chat, using creative problem solving to provide product support and help customers through complex issues. They manage their progress toward results and document customer communication throughout the “life-cycle” of a reported issue, supporting a fast-paced, metrics-driven customer contact center.

Essential Duties & Responsibilities

• Acts as liaison between Greenway’s non-customer facing teams and clients, providing periodic updates and support as required
• Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner 
• Demonstrates advanced understanding of internal systems and is proficient in their use
• Establishes solid working relationships with customers (internal and external)
• Demonstrates basic understanding of operations metrics and purpose
• Demonstrates advanced understanding of company mission and Greenway Health products
• Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases
• Completes all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions)
• Escalates unresolved customer cases as needed (L2, L3 other internal)
• Provides input for L3 item prioritization
• Utilizes Knowledge Base in researching issues, and contributes new KB content as needed
• Reviews and approves knowledge base articles                                                                                                                     
• Assists in training of co-workers and acts as mentors to Level 1 associates when appropriate  
• Participates in Teams channels based on assigned subject groupings
• Participates in UAT, ORT, EAP programs directed
• Acts as phone or chat queue backups for L1 as directed
• Manages and directs escalations from L1
• Complies with schedule and attendance policy

Education and Experience

• Bachelor’s degree or equivalent with at least 3- 4 years of relevant work experience.
• 12 months as a Client Care Advisor L1 or Senior Client Care Advisor L1 is preferred.

Skills, Knowledge, and Abilities

• Technical competencies required: Windows Server, Workstation O/S’s and basic working knowledge of Microsoft Office and PC’s
• Experience with clinical workflows and regulatory reporting . 
• Excellent verbal and written communication skills with a focus on listening to effectively guide the customer
• Strong follow-up and follow-through skills necessary to deliver prompt solutions and communication
• Highly developed sense of integrity and commitment with ability to listen, empathize and demonstrate care and concern with a focus on solutions and results
• Excellent customer service skills
• Ability to professionally and effectively deescalate customer complaints/escalations

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
• This role requires that one can sit and regularly type on a keyboard the majority of the workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices
• The role necessitates the ability to listen and speak clearly to customers and other associates