Customer Support Specialist - Verity Solutions - Hybrid - Kirkland, WA

Customer Support Specialist

Job Summary
Delivers professional activities in the Employer Services job family with a focus on Account Installation.

Administers the installation of more complex accounts, including, but not limited to: structure and billing set up, eligibility collection, data base loading, ID cards, preparation of plan materials such as administrative documents and customer education materials.

Provides support to assigned accounts by responding to inquiries or resolving issues of concern.

Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas.

Provides standard professional advice and creates initial reports/analyses for review.

May provide guidance, coaching, and direction to more junior members of the team in Account Installation.

Job Description
Verity Solutions is an award-winning leader in software and services developed for administration of the federal 340B drug pricing program.

Our mission is to simplify the complex process of maintaining 340B program compliance resulting in critical 340B cost savings for our customers.

We value fresh thinking, drive, transparency, and are dedicated to providing agile and proactive solutions to those who serve the most vulnerable in our communities.

At Verity Solutions, we foster a collaborative, casual, and technology driven environment and want to evolve and grow with diverse people who are inspired by progress and delighted by partnering with others.

Job Objective
Responsible for ensuring an outstanding customer experience on all product platforms, engaging with email, phone, or community portal interactions to drive proactive customer experiences.

Duties and Responsibilities:
• Lead the quarterly business review process for assigned accounts and ensure timely follow up and resolution of action items that drive program performance.
• Ensure all service cases are documented per standard operating procedures, using Salesforce case management tools.
• Serve as customers' primary point-of-contact when assigned Account Managers are unavailable.
• Follow standard operating procedures (SOP), support processes and show expedient and professional response to customer concerns, meeting or beating service level expectations.
• Oversee assigned service work to full completion as requested by customers.
• Use sound judgment to determine when to escalate issues and to whom to ensure the highest quality resolution.
• Communicate with customers in a clear and empathetic manner, ensuring user level translation of technical material specific to Verity's product offering.
• Analyze, recreate, and resolve customer-reported problems using software and hardware solutions.
• Ensure service interactions comply within defined service KPls.
• Follow all SOP workflows and communicate where appropriate process or documentation improvement areas.

Own the updating of processes as directed.
• Participate as a key operatio...