Customer Support Representative

PureWay Compliance is seeking an experienced, dependable, and customer-focused Customer Support Representative to serve as a primary point of contact for healthcare office clients. This role is responsible for answering client questions, resolving service issues, documenting interactions, following up with clients, and ensuring each client receives timely, professional, and accurate support.

This position includes extensive on-the-job training and support in a tech-enabled, AI-driven company. The Customer Support Representative will use CRM systems, digital workflows, internal tools, automation, and AI-supported processes to help improve accuracy, productivity, and client service quality.

This is not an entry-level role. Candidates must have at least 3 years of direct customer support, customer service, client support, call center, administrative client service, or related office-based support experience.

Key Responsibilities

• Respond to client inquiries by phone, email, and internal support channels.
  
• Provide accurate information about company services, client accounts, process status, and next steps.
  
• Open, update, and resolve support tickets in the CRM or support system.
  
• Document client interactions clearly, accurately, and consistently.
  
• Escalate complex or high-priority issues to the appropriate manager or department.
  
• Follow up with clients to confirm resolution and satisfaction.
  
• Maintain professional communication with healthcare office clients, internal teams, and vendors.
  
• Help identify recurring issues and communicate trends to leadership.
  
• Support client onboarding, account updates, document requests, and service coordination as needed.
  
• Meet performance expectations for response time, resolution time, quality, and customer satisfaction.
  
• Use company-approved technology, CRM systems, scripts, workflows, and AI-supported tools.
  
• Maintain confidentiality of client, company, and healthcare office information.
  

Required Qualifications

• Minimum 3 years of direct customer support, customer service, client support, call center, help desk, administrative client service, or related experience.
  
• Strong verbal and written communication skills.
  
• Professional phone etiquette.
  
• Ability to remain calm and professional with upset or confused clients.
  
• Strong attention to detail and follow-through.
  
• Ability to manage multiple tasks and prioritize urgent client needs.
  
• Comfortable using CRM systems, ticketing systems, Microsoft Office, and digital workflows.
  
• Coachable and willing to follow structured training, scripts, processes, and service standards.
  
• Comfortable working in a tech-enabled, AI-driven environment.
  
• Healthcare office, compliance, medical, dental, or professional services experience preferred but not required.
  
• Ability to work full-time, in person, at the corporate office in Katy, TX.
  

Requirements

• Customer support, customer service, client support, call center, or related client-facing office experience: minimum 3 years required, no exceptions.
  
• Microsoft Office: minimum 2 years preferred.
  
• Zoho/NetSuite CRM or ticketing system experience: preferred.
  
• Healthcare office or professional services experience: preferred.
  

Benefits

• 401(k)
  
• Dental insurance
  
• Vision insurance
  
• Life insurance
  
• Flexible spending account
  
• Paid time off
  
• Extensive on-the-job training
  
• CRM and internal system training
  
• Client communication training
  
• AI-enabled tools to support productivity and client service
  
• Supportive management and coaching
  
• Growth opportunities within the company