Customer Care Specialist
Hybrid/ Full-Time
The Customer Care Specialist provides advanced client support by managing complex Tier 3 cases, assisting teammates in real time, and ensuring accuracy across multiple workflows. This role balances direct client interaction with critical offline responsibilities, including case management, claims processing, and system updates. As a trusted resource for both clients and peers, the Customer Care Specialist helps drive service consistency, quality, and client satisfaction across all support channels.
Location: The ideal candidate will work a hybrid schedule, at least 2 days in the office each week.
Responsibilities:
- Provide half-day phone support while balancing offline casework to ensure seamless client service delivery.
- Manage Tier 3 clients by addressing complex or sensitive issues requiring advanced problem-solving and subject matter expertise.
- Serve as a resource for peers by providing guidance on unique client situations and escalation handling.
- Track and manage cases within Salesforce CC queues to maintain timely resolution and case accuracy.
- Review reopened or unassigned cases to ensure proper ownership and closure, escalating to leadership when necessary.
- Follow up on teammate cases during out-of-office periods to minimize client impact and maintain continuity of service.
- Maintain and update provider contact information within Salesforce to support accuracy and accessibility across teams.
- Resolve LifeLock enrollment file errors to prevent disruptions in client coverage.
- Process PEBP salary requests and other case-specific data entries with precision and confidentiality.
- Submit MetLife claim requests on behalf of both Core and Paychex teams, ensuring all supporting documentation is complete.
- Monitor and manage requests through Ticket Work Requests (TWRs) for consistency and timely completion.
- Communicate important client updates from other departments to ensure the team is aligned and informed.
- Provide overflow support across communication channels—including phone, email, chat, and case management—during high-volume periods.
- 2+ years’ experience in a customer service/people support role
- Proven ability to deliver clear, professional, and empathetic communication across phone, email, chat, and case management channels.
- Experience providing peer support, mentoring, or subject matter expertise within a customer care or support environment.
- Experience handling complex customer service inquiries
- Strong analytical skills with the ability to identify trends, recommend improvements, and contribute to proactive solutions.
- Comfortable delivering real-time, constructive feedback to peers in support of quality and service consistency.
- Strong background in direct client interaction across multiple channels (phone, email, chat, case management).
- Excellent self-management skills including organization, time-management, and prioritization skills
Corestream is a fast-growing, cutting-edge financial and benefits technology company. We are an industry leader in the delivery of Voluntary Benefits; our proprietary software is the engine for large, Fortune-500 companies to easily and cost-effectively offer unlimited Voluntary Benefits to its employees through payroll deduction.
We have a driven, flexible, and fun team and offer competitive compensation and benefit packages. Although we are over ten years old, we still have a “start-up” culture and when we are in the office we have a casual dress code, free snacks and beverages, and Wednesday lunches are on the house.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Twitter
LinkedIn
Instagram
Culture & Careers