Customer Care Support

About the Role

This role supports both Customer Service and Data Entry functions by performing detailed, task-oriented work that contributes to the smooth operation of daily processes. The analyst plays a key role in maintaining service quality, ensuring data accuracy, and assisting in the identification of trends or issues that inform process improvement efforts following guidance and priorities set by the Customer Care Manager and the Team Lead.

This role requires strong attention to detail, effective communication skills, and the ability to work independently while contributing to team goals. Collaboration with internal teams and responsiveness to customer inquiries are essential in delivering consistent and high-quality service.

Job Description

Core Responsibilities

Delivers high-quality customer service while ensuring accurate and efficient data entry in support of operational and compliance goals. This role supports the daily execution of service and data tasks, identifies potential issues, and contributes to maintaining established service standards and data protocols.

• Responding to client inquiries and providing timely support
• Managing tickets, calls, or service requests with professionalism and accuracy
• Ensuring consistency in service delivery and documentation
• Maintaining accurate data entry and updating system records
• Supporting documentation review and file processing
• Identifying and reporting patterns or inconsistencies for quality improvement

Key Responsibilities

• Complete customer support and data entry tasks with accuracy and within expected timeframes
• Address customer questions, issues, and service requests, escalating complex matters when necessary
• Maintain up-to-date documentation, eligibility and parental consent, and ensure that data entries meet quality and compliance standards to include ensuring that incoming referrals are accurately received, documented, and processed in a timely manner.
• Assist with identifying workflow inefficiencies or data inconsistencies and reporting them to the appropriate team
• Participate in team discussions to share observations or offer feedback on system or process improvements
• Support internal tracking, reporting, and documentation efforts related to customer service and data activities
• Maintain knowledge of relevant service policies, tools, and data procedures to ensure compliance
• Conduct training sessions and coach team members to improve skills and knowledge as needed
• Perform duties as assigned, contributing to team flexibility and supporting organizational priorities

Core Focus

This role is centered on executing customer service and data entry responsibilities with precision and consistency. By ensuring accurate data handling and responsive service interactions, the analyst helps maintain operational quality and supports broader service delivery objectives. The role also contributes valuable insights to help improve internal processes and enhance both customer and team experiences.