Atrium Staffing

Compensation

Full Description

About Atrium: What you do matters. As a people-centric organization, we foster an environment of collaboration, high performance, and innovation where your talents are valued and your achievements are celebrated. Join us and become part of an inclusive team. Client Overview: Our client is a start-up company in the mental healthcare space that strives to simplify access to high-quality, affordable mental health care. They work to make it easy for therapists to accept insurance and offer in-network care. Our client offers their services in all 50 states, with thousands of therapists in their network. They've raised $220.5M in funding and continue to grow! They are now looking for a Tier II Customer Experience Specialist. Salary/Hourly Rate: $34/hr - $35/hr (Temp) $80k annual (Perm) Position Overview: The Tier II Customer Experience Specialist is a specialized support role responsible for resolving mid-to-high complexity customer issues related to health insurance. Tier II Customer Experience Specialists serve as subject matter experts, ensuring accurate and timely resolution of issues. They take full responsibility for escalated tickets from customer service associates, work cross-functionally to drive results, and proactively flag issues. This role is execution-focused - good candidates will thrive in production environments where efficiency and accuracy matter. Specialists will consistently meet efficiency goals while maintaining high-quality customer experiences, delivering depth and consistency at scale. Responsibilities of the Tier II Customer Experience Specialist: • Take responsibility for specialized tickets that require deeper product and insurance knowledge. • Serve as the first point of escalation, resolving challenging inquiries and fully taking over cases when necessary. • Collaborate with Leadership and Ops Program Managers to tackle recurring issues, identify gaps in workflow, and recommend process improvements. • Develop a thorough knowledge of the company's insurance processes, products, and tools to ensure customers' needs are met. • Provide accurate and detailed notes for each case to ensure seamless handoffs while handling escalations. Required Experience/Skills for the Tier II Customer Experience Specialist: • 2+ years of customer support experience handling specialized or escalated queues in healthcare, fintech, or start-up environments. • Experience in high-volume live support channels (chat or phone) in addition to email. • Queue management, SLA prioritization, real-time navigation and multitasking across systems and tickets, and case triage judgment. • Strong ability to manage complex workflows, look into ambiguous cases, and work through blockers. • Empathetic and concise responses and accurate documentation of case handling. • Strong de-escalation and conflict management skills and an ability to operate efficiently under pressure. Preferred Experience/Skills for the Tier II Customer Experience Specialist: • Familiarity with automation or AI-assisted tools in a support environment. • Prior experience as a peer coach or subject-matter expert within a support team. Education Requirements: • Bachelor's degree is preferred. Benefits: • Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off). By applying to this job, you agree to receive calls, AI-generated calls, text messages, and/or emails from Atrium and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to opt out on any message you receive. For more details, please review our Terms of Use and Privacy Policy . As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation. EOE/M/F/D/V/SO Position ID: 158250 Skills: Artificial Intelligence (AI), Automation, Coaching, Conflict Resolution, Cross-Functional, Customer Escalations, Customer Experience, Customer Support/Service, Documentation, Establish Priorities, Funding, Genetics, Health Insurance, Healthcare, Identify Issues, Insurance, Interviewing Skills, Leadership, Multitasking, Operations Management, Problem Solving Skills, Process Improvement, Production Systems, Project/Program Management, Psychiatry and Mental Health, Quality Management, Service Level Agreement (SLA), Short Messaging Service (SMS), Startup, Team Player, Time Management, Workflow Analysis About the Company: Atrium Staffing Founded in 1995, Atrium is a privately held, woman-owned staffing and recruitment firm. Our mission is to find people jobs they love and create custom staffing and contingent workforce solutions for our clients’ toughest business challenges. We remain dedicated to our founding Applicant-Centric philosophy, the personalized service we offer to every client and the importance of hiring talented, hard-working internal staff who embody our core values every day! Everyone we place and every problem we solve is made that much more rewarding by the motivated, engaging people that make up our team. Our Staffing Specialities include: Administrative Support Since 1995, we’ve found thousands of Executive Assistants, Receptionists, Administrative Assistants, Data Entry Professionals, Office Managers and Paralegals jobs that they love. With that much experience, you can rest assured our Recruiters will find you the right job, faster. Whether you are looking for ongoing, temporary work or a fulfilling full-time job, we work with some of the most coveted companies in the world. Creative & Marketing Our creative recruitment team has one goal; getting you the job you want and deserve. Whether you’re a Digital Creative, Front End Developer, Graphic Designer, Digital Marketing, Copywriter, UX Strategist or Art Director, we have the industry connections and expertise to match you with the right position. If you are a creative professional looking for an agency advocate, contact us and get started now. Customer Experience Our Customer Experience opportunities include job openings at the hottest companies in your area – from e-commerce, to on-demand transportation services, to the rapidly-growing meal delivery industry. Our candidates love working one-on-one with our Customer Experience Recruiters and gaining access to these cutting-edge customer service hubs. Our jobs range from Brand Ambassador to Client Retention Specialist and Live Chat Representative. Fashion & Lifestyle Our employment agency partners with the most in-demand brands and fashion houses in the world placing freelance and full-time talent. Whether you’re an intern trying to take the leap to employee or a fashion veteran looking to make a calculated move, we have the industry connections to get you there. Our Recruiters are Designers, Buyers and Merchandisers themselves who guide candidates through the interview process, review their portfolios and truly get to know them. We’re thorough because we want to ensure that, in the end, all of our placements are a perfect fit. No pun intended. Finance & Accounting Atrium is a staffing agency that represents the best finance and accounting professionals in today’s market, from entry-level Payroll Associates and Accountants, to Controllers and CFOs, who are eager for their next opportunity. Our expert Recruiters leverage their unparalleled industry experience and deep-rooted relationships with their clients, gaining you access to the top temp, temp to hire and direct hire opportunities. Human Resources We understand human resources because we ARE human resources. Our HR recruitment team is actively placing Benefits Specialists, HR Managers, HR Directors, HR Generalists, HR Coordinators and other Human Resource Professionals every day in jobs they love. Whether you are a recent graduate looking to break into the industry, or a seasoned HR vet, we have the connections and experience to take your career to the next level. Real Estate We are matching qualified Property Managers, Property Assistants, Lease Administrators, Facilities Managers, Tenant Services Coordinators and other real estate and property management professionals with temp, temp to hire and direct hire jobs every day. Our recruitment firm’s dedication to quality allows us to deliver the highest levels of service to candidates in the commercial, retail and residential real estate professions. Scientific At our employment agency, we find excitement in connecting talented scientific professionals with outstanding companies across the United States. Jobs can be temporary for employees to gain valuable industry experience or long-term roles that will develop or even change an employee’s career path. Much of the thrill we get out of helping someone launch or advance their career comes from the fact that our Scientific Recruiters are industry professionals. Why wouldn’t you want chemists, lab techs and compounders making the match for you? Supply Chain & Operations In an industry that’s so rapidly changing like Supply Chain & Operations, you need an experienced team of Recruiters that understands the nuances involved in your job search. Whether you are looking for a new opportunity as a Director of Procurement, a Manager of Supply Chain or Plant Manager – we have long-standing relationships with top firms across the nation. Company Size: 500 to 999 employees Industry: Staffing/Employment Agencies Founded: 1995 Website: https://www.atriumstaff.com/