Title: Customer Care Specialist - EST Locations: Atlanta, GA Richmond, VA Charleston, SC Indianapolis, IN Philadelphia, PA View All 8 Locations time type Full time job requisition id R5989 Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them. We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Our client’s Contact Center supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. This Contact Center provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat. Customer Care Specialist Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc. The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints. Remote Position Essential duties and responsibilities include but are not limited to the following: - Provides customer service support in handling all patient inquiries through phone, email, direct mail and other channels - Maintain excellent quality standards, adhere to approved materials and guidelines - Accurately collect information required by individual programs and correctly capture in specific program databases - Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides - Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed - Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our Client’s Working Practice Documents (WPDs) - Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs - Adhere to all company policies and Standard Operating and Working Procedures - Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed - Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution Requirements for the position: - BA/BS degree or relevant work experience - Customer service-related experience - Expert level typist Employees can expect to be paid a salary of approximately $38K- $40K. Credentialing Requirements: As a representative of a pharmaceutical company, you may be required to submit and maintain credentials, such as training, vaccinations, and other job-related documentation to gain access to hospitals or healthcare providers.  It is the Company’s expectation that you comply with the requirements outlined by the facilities on your call plans. Additionally, certain geographic jurisdictions or hospital systems have requirements to apply for and obtain a representative license. At this time, representatives working in the District of Columbia, City of Chicago, State of Nevada, State of Oregon, or those associated with Jackson Memorial Health in Miami-Dade County Florida may be required to obtain specific licenses. This list may be subject to change, including the potential for additions or modifications. In the event of any significant changes, you will be notified accordingly. EPIIC Values: All positions at Amplity have a responsibility to demonstrate our EPIIC Values in order to uphold our high-service standards. Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude. Passion: We love what we do. Our energy inspires, engages, and motivates others. Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working. Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding. Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes. About Us Amplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80’s as Physician Detailing Inc., or in the 00’s as part of Publicis Health , the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years. Our people-driven, tech-enabled DNA fuels everything we do. Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision — across all business shapes, sizes + specialties. We are on a mission to improve patient outcomes through executional excellence — enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else. Our Diversity Policy We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.

Role Description This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties: - Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients to include Medicare Supplement and Life Policies. - Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards. - Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal. - Maintains working knowledge base of all company products and services. - Complying with company regulations regarding Privacy, confidentiality, and private health information. - Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution. - Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary. - Ability and Flexibility to work various shifts as required. - Able to type speed of 30 wpm with 95% accuracy rate. Qualifications - High school diploma or general education degree (GED); and six months related call center experience and/or training. - Preferred: Associate’s degree. - Preferred: Experience with Long Term Care Insurance preferable in a Call Center setting. - Preferred: 2 years related call center and customer service experience. Requirements - Collaborative team spirit. - Accountable and able to work remotely and independently. - Able to pass background screening and drug tests pre and post hire – includes THC. - Verification of high school, GED, or college diploma upon request. - Timely responses from three professional references. - Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter. - Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes. Physical Requirements - Frequently required to sit; use hands, fingers, handle, or feel; and talk or hear. - Occasionally required to reach with hands and arms. - Must occasionally lift and/or move up to 15 pounds. - Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. - Must be able to present and speak simultaneously in meetings. - Prolonged periods sitting at a desk and working on a computer and phone line usage. - Ability to read, hear, speak, use keyboard, reason and problem solve. - Requires the use of office equipment such as computer terminals, telephones, or copiers. - Close visual acuity to perform activities such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading. Required Skills/Abilities - Accurately entering data via Windows-based environment. - Intermediate computer skills. - Knowledge use of basic math and English spelling and grammar skills. - Ability to read and comprehend simple instructions, short correspondence, and memos. - Ability to write simple correspondence. - Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. - Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing. - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. - Ability to compute rates, ratio, and percent and to draw and interpret bar graphs. - Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. - Ability to deal with problems involving a few concrete variables in standardized situations. Company Description At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

Role Description Our Customer Care Advisor trainees will work in a dynamic service center where professionalism and commitment to our team environment is highly valued. Advisors handle a large volume of inbound calls from our customers, agents, and third parties. Within established timeframes, the Advisor assists customers, agents, and third parties with: - Policy inquiries and changes - Billing questions - Technical support Advisors respond to agent requests for: - Quotes or changes to policies or product lines - Customer support on policy options such as additional deductible, basic coverages, and discounts This role handles a high volume of inbound calls. The Advisor will also: - Process policy change requests - Work independently on project assignments - Exercise good judgment, flexibility, and friendliness in interactions As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment, including an accommodation process if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration. This job works under direct supervision and does not manage others. Qualifications - Resident Property and Casualty or Personal Lines Insurance License preferred - A Bachelor's degree from an accredited four-year college or university is a plus - Prior insurance and/or call center experience preferred - Previous customer service experience preferred - High energy and motivation to follow up and take ownership - Flexibility and ability to work under pressure - Excellent communication, organization, and interpersonal skills - Willingness and ability to learn new functions within the Customer Solutions Center Requirements - High school diploma or GED required Benefits - Salary Range: $37,400.00 - $61,600.00 - Target Openings: 1

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. As a Customer Support Manager, you will play a critical role in driving the success of our customer support team. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. Required: • 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience) • 2+ years in a people management role with direct responsibility for Team Leads or senior ICs • Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times • Proven ability to execute OKR initiatives and drive departmental improvement programs • Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end-to-end, and drive measurable improvements in customer satisfaction • Executive escalation handling with comfort owning high-stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight • Data literacy with the ability to track, interpret, and act on performance metrics independently • Experience with support tooling and CRM platforms (e.g., Intercom, Salesforce, Zendesk) Preferred: • Experience in a high-growth SaaS or PLG environment • Familiarity with AI-assisted support tooling or automation platforms • Exposure to workforce management, support operations, or knowledge base programs Responsibilities - Customer Experience & Escalation Ownership • Own resolution of complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support. • Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions. • Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions. • Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale. - People Leadership & Team Development • Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health. • Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments. • Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints. - Operational Excellence & OKR Execution • Own the day-to-day operational health of assigned support pods, ensuring consistent adherence to SLAs, CE standards, and departmental expectations. • Lead and execute assigned OKR initiatives end-to-end, with clear tracking, reporting cadences, and cross-functional coordination. • Partner with Workforce Management, Support Operations, and Data partners to monitor performance signals and respond proactively to capacity or quality risks. • Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods. - Cross-Functional Partnership • Partner closely with Operations, Workforce Management, Support Operations, Data, Customer Experience, and Knowledge Base teams to align on priorities and drive shared outcomes. • Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders. • Communicate team performance, OKR progress, and escalation trends to the Director of Support with clarity and consistency. Competencies • People Leadership: Develops Team Leads through structured coaching, clear expectations, and consistent accountability tied to measurable team outcomes. • Customer Experience Expertise: Diagnoses CX gaps using qualitative and quantitative signals and drives systemic improvements that measurably raise customer satisfaction. • Escalation Judgment: Owns high-stakes customer and personnel situations end-to-end, applying sound judgment with minimal escalation to senior leadership. • Operational Excellence: Builds and enforces repeatable processes, SLA adherence frameworks, and quality standards across multiple pods simultaneously. • Analytical Thinking: Tracks and interprets performance data across CSAT, SLA, handle time, response time, attrition, and product engagement to inform coaching and operational decisions. • Cross-Functional Influence: Builds alignment with Ops, WFM, Support Ops, Data, CX, and KB partners without formal authority to drive shared outcomes. • AI Fluency: Applies AI-assisted tooling and interaction analytics to scale coaching insights, improve audit coverage, and surface actionable customer trends. • Change Leadership: Guides teams through evolving processes, tooling, and organizational priorities with clarity, consistency, and minimal disruption to performance. We are AI NativeApollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here. Why You’ll Love Working at ApolloAt Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead. We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins. If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you. Learn more here!