Seahorse Transportation Inc. is in search of a dedicated and enthusiastic Customer Support Specialist to enhance our customer service team. In this role, you will be the voice of our company, providing exceptional support to our customers and addressing their inquiries and concerns in a timely and professional manner. As a key member of the customer support team, you will be responsible for understanding customer needs, troubleshooting issues, and ensuring a high level of satisfaction with our transportation services. The ideal candidate will have strong communication skills, empathy, and the ability to work effectively under pressure. If you are passionate about delivering outstanding customer service and are eager to help others, we invite you to apply and join our mission of excellence at Seahorse Transportation. Responsibilities - Respond to customer inquiries via phone, email, and chat in a professional manner. - Resolve customer issues by identifying the root cause and providing effective solutions. - Document customer interactions and feedback to improve services and processes. - Collaborate with other departments to enhance customer experience and service quality. - Provide accurate information regarding services, pricing, and policies. - Assist in maintaining customer support metrics and reporting on trends. - Train and onboard new team members as required.

Role Description Seahorse Transportation Inc. is in search of a dedicated and enthusiastic Customer Support Specialist to enhance our customer service team. In this role, you will be the voice of our company, providing exceptional support to our customers and addressing their inquiries and concerns in a timely and professional manner. As a key member of the customer support team, you will be responsible for understanding customer needs, troubleshooting issues, and ensuring a high level of satisfaction with our transportation services. The ideal candidate will have strong communication skills, empathy, and the ability to work effectively under pressure. If you are passionate about delivering outstanding customer service and are eager to help others, we invite you to apply and join our mission of excellence at Seahorse Transportation. Responsibilities - Respond to customer inquiries via phone, email, and chat in a professional manner. - Resolve customer issues by identifying the root cause and providing effective solutions. - Document customer interactions and feedback to improve services and processes. - Collaborate with other departments to enhance customer experience and service quality. - Provide accurate information regarding services, pricing, and policies. - Assist in maintaining customer support metrics and reporting on trends. - Train and onboard new team members as required. Qualifications - High school diploma or equivalent; Associate's degree or higher preferred. - Previous experience in customer service or support roles, preferably in the transportation industry. - Strong verbal and written communication skills. - Proficient in customer support software and Microsoft Office Suite. - Ability to handle difficult situations with patience and professionalism. - Strong problem-solving skills and attention to detail. - A team player with a positive attitude and a commitment to delivering exceptional service.

• Provide exceptional customer service by promptly addressing and resolving customer inquiries and concerns. • Maintain a positive and professional demeanor while interacting with customers via phone, email, and chat. • Identify and escalate complex issues to the appropriate departments for resolution. • Ensure customer satisfaction by following up on issues and providing timely updates. • Document customer interactions and transactions in the customer service database. • Collaborate with team members to improve processes and enhance the customer experience. • Assist in training new customer service representatives and share best practices. • Stay updated on product knowledge and company policies to effectively assist customers.

• Provides administrative support to assigned clinical team, as directed by the Team Lead and/or Manager • Performs administrative tasks that support clinical processes (e.g. UM, CM, PHM) • Assists with medical record documentation requests and leverages medical management system to initiate case and/or authorization to support clinical processes (e.g. UM, CM) • Conducts fax and telephonic outreach; and written communications to members and/or providers to communicate status of UM/CM processes (e.g. verbal notification, engagement status, discharge plan) • Supports administrative functions with community events (e.g. health fairs) • Accurately documents all interventions in the member’s medical management record in accordance with established policies and procedures • Actively participates in supporting department compliance and performance through administrative activities such as report monitoring/distribution, and other tasks as assigned by leadership • Adheres to all regulatory and compliance standards, including adherence to all Capital and department specific policies and procedures • Interacts courteously and professionally with customers, including internal staff, vendor partners, providers, and members to support collaborative medical management functions • Identifies and reports potential quality of service/care issues as established and within the guidelines of intradepartmental processes • Promotes personal growth through participation in staff meetings, appropriate in-services, and corporate training • Identifies opportunities and proposes alternatives for improving the Population Management functions