Customer Support Specialist
Skills
TrainingCustomer Facing RolesCustomer Relationship ManagementDatabasesIdentifying New OpportunitiesMarketing MaterialsSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience in customer facing healthcare roles handling PHI
- Familiarity with CRM systems especially Intercom
- Ability to learn new software quickly
- Comfortable using spreadsheets and databases
- Experience interpreting and summarizing feedback and data
- Excellent communication skills
- Strong attention to detail
- Strong problem solving skills and sound judgement
- Ability to prioritize high volumes of multi channel requests
- Team player and collaborative
Nice to have
- Empathy
- Organized
- Proactive
- Detail-oriented
- Patient-centered
- Collaborative
Day to day
- Manage day-to-day user interactions across phone text chat email and social media using digital tools to maintain a positive company image
- Respond to patient and provider questions resolve technical issues and escalate complex problems to product and technical teams when needed
- Own the patient journey and provider experience by monitoring adherence following up on issues collecting feedback and sharing insights to improve services products and retention
- Handle and report user complaints following company SOPs and help identify customer advocates and user stories for marketing and product improvements