Customer Support Representative
Nesco Resource, Rochester, NY, United States
Customer Support Representative
Position Summary
Under general supervision, the Customer Support Representative ensures accurate, timely, and efficient support to customers. This role responds to inquiries across multiple channels and provides high‑quality service to members, clients, providers, and business partners.
Essential Functions Customer Inquiry Management
Respond to routine and complex inquiries via phone, in‑person, email, or online channels.
Provide knowledgeable support based on Line of Business (LOB) requirements, including:
Prescriptions, plans, products, services, and procedures
Online purchasing & e‑commerce
Internet navigation and troubleshooting
Payment processing and collections
Eligibility verification
Order status, shipping updates, and stock availability
Completion of documentation, forms, and letters
Quality assurance testing for company software
Issue Resolution & Customer Education
Research and resolve complaints, determining appropriate solutions.
Solve non‑standard issues requiring independent judgment.
Educate customers and prospects on product and service value.
Identify customer trends and communicate insights to business leaders; recommend improvements or escalations as needed.
Operational Support
Maintain Customer Service standards and support‑level expectations for the assigned LOB.
Stay current on all policy, procedure, and product updates.
May attend benefit fairs, open enrollment sessions, and client meetings (occasional overnight travel may be required).
May support Sales Representatives with order‑related and general inquiries.
May serve as the first point of contact for Sales Representatives.
May process claims based on workflow needs.
Job Specifications Required Skills & Experience
1–2 years of customer service experience handling moderate to complex inquiries (call center, insurance, manufacturing, software, telecom, retail, or eyewear industries).
Availability to work any shift, including weekends, holidays, and overnight.
Strong internet competency and familiarity with browser settings.
Ability to multitask across several software applications.
Proficiency with Microsoft Office.
Strong verbal communication skills with ability to prioritize tasks and manage high‑volume inquiries.
Strong written communication skills for documenting customer interactions and preparing professional correspondence.
Excellent interpersonal and rapport‑building skills.
Ability to ask relevant questions to determine customer needs.
Strong problem‑solving, negotiation, and decision‑making capabilities.
Ability to apply judgment and follow customer‑handling guidelines.
Ability to listen, process transactions, and communicate simultaneously in a fast‑paced environment.
If acting as a third‑party administrator (TPA) for payments, a credit check will be required.
Technology & Internet Requirements (Company‑provided equipment unless otherwise stated)
Operating System:
Windows 10
CPU:
Client® Core™ i5-7500 (4 Cores / 6MB / 4T / 3.6GHz)
Memory:
16GB (2×8GB) 2666MHz DDR4
Hard Drive:
256GB Solid State Drive
Wired Headset:
Provided
Wired Internet Connection:
Required (router/modem not provided)
Minimum Download Speed:
50 Mbps per user
Minimum Upload Speed:
10 Mbps per user
Loaded Latency: Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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Essential Functions Customer Inquiry Management
Respond to routine and complex inquiries via phone, in‑person, email, or online channels.
Provide knowledgeable support based on Line of Business (LOB) requirements, including:
Prescriptions, plans, products, services, and procedures
Online purchasing & e‑commerce
Internet navigation and troubleshooting
Payment processing and collections
Eligibility verification
Order status, shipping updates, and stock availability
Completion of documentation, forms, and letters
Quality assurance testing for company software
Issue Resolution & Customer Education
Research and resolve complaints, determining appropriate solutions.
Solve non‑standard issues requiring independent judgment.
Educate customers and prospects on product and service value.
Identify customer trends and communicate insights to business leaders; recommend improvements or escalations as needed.
Operational Support
Maintain Customer Service standards and support‑level expectations for the assigned LOB.
Stay current on all policy, procedure, and product updates.
May attend benefit fairs, open enrollment sessions, and client meetings (occasional overnight travel may be required).
May support Sales Representatives with order‑related and general inquiries.
May serve as the first point of contact for Sales Representatives.
May process claims based on workflow needs.
Job Specifications Required Skills & Experience
1–2 years of customer service experience handling moderate to complex inquiries (call center, insurance, manufacturing, software, telecom, retail, or eyewear industries).
Availability to work any shift, including weekends, holidays, and overnight.
Strong internet competency and familiarity with browser settings.
Ability to multitask across several software applications.
Proficiency with Microsoft Office.
Strong verbal communication skills with ability to prioritize tasks and manage high‑volume inquiries.
Strong written communication skills for documenting customer interactions and preparing professional correspondence.
Excellent interpersonal and rapport‑building skills.
Ability to ask relevant questions to determine customer needs.
Strong problem‑solving, negotiation, and decision‑making capabilities.
Ability to apply judgment and follow customer‑handling guidelines.
Ability to listen, process transactions, and communicate simultaneously in a fast‑paced environment.
If acting as a third‑party administrator (TPA) for payments, a credit check will be required.
Technology & Internet Requirements (Company‑provided equipment unless otherwise stated)
Operating System:
Windows 10
CPU:
Client® Core™ i5-7500 (4 Cores / 6MB / 4T / 3.6GHz)
Memory:
16GB (2×8GB) 2666MHz DDR4
Hard Drive:
256GB Solid State Drive
Wired Headset:
Provided
Wired Internet Connection:
Required (router/modem not provided)
Minimum Download Speed:
50 Mbps per user
Minimum Upload Speed:
10 Mbps per user
Loaded Latency: Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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