Career Center

Customer Service Analyst

Location: Bellevue, WA
Posted On: 09/22/2021
Requirement Code: 50527
Requirement Detail

Required :


  • 2 years prior customer service experience is required.  Healthcare experience preferred. 
  • High school diploma is required.
  • Professional Licensure/Certification/Registration: None required.  Microsoft A+ certification is a plus.
  • Typing skills of 45 wpm is required.  Training in customer services, phone support, Microsoft Office products, or IT basic technical issues desired.  
  • Demonstrated ability to quickly triage systems and user problems and process correctly.  
  • Exceptional interpersonal skills with a strong emphasis on customer service.  
  • Excellent oral and written skills desired.  Able to effectively deal with diverse personalities across all levels of the organization.  Familiarity with complex or multi-line phone systems also desired. 
  • Complete customer service tickets and tasks from calls and the ticketing system while ensuring customer satisfaction.
  • Keep on call schedules up to date on a daily basis.
  • Maintain pagers for entire facility.
  • Monitor inbound calls in a timely manner.  Direct calls to the correct department when necessary.
  • Maintain accurate records of interactions with customers.  De-escalate situations involving dissatisfied customers, offering great assistance and support.
  • Guide callers through troubleshooting, navigating computer systems, company site or services, assisting with first level technical support.  
  • Document recurring user problems and escalate to management when appropriate.  Follow up with customers as needed to ensure problems are resolved.
  • Assist with training new employees and inform them about Overlake's customer management policies.
  • Organize and maintains resources to provide accurate reporting and easy access to information.
  • Build sustainable relationships and engage customers.  
  • Accept ownership for effectively solving issues, troubleshooting first level technical issues, and keeping customer satisfaction at the core of every decision and behavior.  
  • Participate in problem solving utilizing positive communication techniques. 


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