Client Relationship Specialist I - ePay - Remote at GHX

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The Client Relationship Specialist I will be responsible for managing customer relationships for customers that require additional assistance for various key areas. Will assist with increasing overall utilization of GHX solutions and services, add customer value and ensure customer retention and improved customer satisfaction levels within account assignment. Ideal candidate will have a passion for customer service and performance excellence, as well as self-motivation and a strong work ethic. In addition, the CRS I will be able to demonstrate above average communication, analytical, problem-solving, project management and coordination skills, as well as the ability to develop and maintain strong business relationships.Principal duties and responsibilities:
  • Maintain customer service issues within the ticket tracking system.
  • Assist with managing support escalation mailbox to assist with ticket escalation.
  • Follow-up of customer service issues consistent with service Level Agreements (SLA's) or internal workflows and customer service policies and procedures.
  • Facilitate communicating with strategic/key customers during system delay events.
  • Interact with providers and suppliers and provide up-going support regarding daily operational issues including; research, follow-up, reconciliation, and resolution related to virtual card and/or bank transmitted (ACH).
  • Cross-training, management and execution of control totals for bank partners.
  • Audit cases in support mailbox or queue that need to be escalated to internal teams.
  • Analyze support ticket trends and engage with internal team members and external customers to resolve.
  • Identify where we have gaps in support or other internal processes that can be improved based upon support tickets logged/ticket tracking and trending. Example: additional training document or recordings, additional product enhancements, etc.
  • Work cross functionally with internal team to raise awareness and assist with prioritization of critical issues for resolution; either through product or process changes.
  • Proactive/reactive customer outreach to drive changes with our customer community to help further reduce ticket volume when necessary.
  • Proactively develop and maintain Knowledge Articles both for internal and external teams.
  • Attend training and support on any new products and services. Team will disseminate information with other COE members as well as Customer Success Management and Customer Support team members.
  • Assist with miscellaneous office responsibilities as needed; daily mail distribution.
Required skills:
    • Analytical, detail-oriented with strong project management skills.
    • Effective time management skills and ability to overcome obstacles to meet deadlines.
    • Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
    • Proven ability to identify and solve customer problems and increase customer efficiency and value.
    • Provide timely and consistent communication to management as to the status of customer service issues and any support or assistance needed to achieve the desired result.
    • Ability to assist management in developing overall strategy and objectives and coordinating day to day operations.
    • Ability to manage multiple priorities.
    • Requires exceptional customer service skills.
Required Qualifications:
  • Bachelor's degree in Business or a related discipline, or a combination of education and related experience.
  • Minimum of 1 year experience working in a customer support environment.
  • Proven effectiveness working in a collaborative environment.
Estimated hourly compensation $18.00 - $22.00The base hourly range represents the anticipated low and high end of the GHX's salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX's total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, "GHX") provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated.#LI-Remote
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Technology we use

  • Engineering
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  • People Operations
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    • Microsoft TeamsCollaboration
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    • ZoomCollaboration
    • SmartsheetProject Management

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

What are some social events your company does?

One of our goals at GHX is to weave Wellness, Philanthropy, Events, and Culture into the DNA of the employee experience. Some of our most notable social events are the Summer BBQ, Turkey Trot and Holiday Party. Our colleagues from around the country are also included in fun ways virtually, such as themed trivia happy hours and fitness challenges.

Rachel Stoops

HR Specialist

What projects are you most excited about?

Some of my favorite projects thus far have been revamping the onboarding process. I have the pleasure of welcoming new employees every Monday morning, which is very energizing. Throughout this I realized how much GHX cares about their employees and the new hire experience.

Cassie Asare

Onboarding Specialist

How has your career grown since starting at the company?

I started at GHX in 2001 as an admin assistant. Since then, I have worked as an HR Generalist, HRBP, Scrum Master, Project Manager, Program Manager, PMO Manager, Tech Business Operations Manager, before taking my current role as an M&A Program Manager. GHX has always been very supportive of me, providing so many opportunities to stretch myself.

Jennifer Hagaman

M&A Program Manager

What does your typical day look like?

I've loved my job at GHX since I started in 2003. I describe my job as coming to work and putting a puzzle together every day. Solving data problems for our customers, both internal and external, has been my honor, and it's always fun!

Charlie Brown

Manager, Business Intelligence

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Nationwide pet insurance benefit reimburses up to 70% of veterinary services and provides 24/7 access to veterinary services via the Vet Line.
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

GHX prioritizes our employees and their wellbeing through various offerings. GHX has a compensation philosophy that commits to equity and market competitive pay. Our workplace promotes flexibility to allow our employees to bring their whole self to work.

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