About the Role
The individual in this role will provide frontline assistance to customers, resolve concerns efficiently, and contribute to ongoing service improvements through accurate documentation and collaboration with internal teams.
Responsibilities
- Respond promptly to customer inquiries via phone, email, and chat
- Diagnose and resolve account-related issues
- Guide users through product setup and troubleshooting steps
- Escalate technical problems to appropriate departments
- Maintain accurate records of customer interactions
- Follow established protocols for data privacy and security
- Adhere to service level expectations for response times
- Identify recurring issues and report patterns to supervisors
- Assist in updating help center articles and FAQs
- Participate in team meetings and training sessions
- Learn updates to products and services regularly
- Communicate clearly using professional language
- Handle sensitive customer information with confidentiality
- Work collaboratively with team members to resolve cases
- Support quality assurance initiatives through feedback
- Meet performance metrics related to customer satisfaction
- Adapt to changing procedures during business updates
- Use CRM software to log and track support tickets
- Follow up with customers to confirm issue resolution
- Contribute to a positive team environment
Nice to Have
- Associate degree in a related field
- Bilingual communication skills
- Prior experience in telehealth or medical support
- Familiarity with HIPAA guidelines
- Technical troubleshooting background
Benefits
- Health insurance coverage
- Dental and vision plans
- Retirement savings option
- Paid time off and holidays
- Flexible spending accounts
- Employee assistance program
- Professional development stipend
- Remote work equipment support
Compensation
Competitive hourly rate with benefits
Work Arrangement
Hybrid remote in-office schedule
Team
Part of the client services division focused on user experience
Onboarding Process
- New hires complete a two-week training program covering systems, policies, and customer interaction best practices
- Initial performance reviews occur at 30 and 90 days
Performance Expectations
- Agents are evaluated on accuracy, response time, and customer satisfaction scores
- Ongoing coaching is provided to support improvement
Not available for this position
