Starting at $50K base and $5k annual bonus.
We seek a highly motivated and dedicated Customer Support Associate to join our team, reporting to the Director of Patient Experience. As a Customer Support Associate, you will be responsible for helping our customers navigate through issues around our products and services. You will be the face of our company, providing a high level of customer service and ensuring customers have a positive experience.
To succeed, you must have a passion for outstanding customer service. Every customer interaction allows you to exceed customer expectations and deliver an exceptional experience. You will be the primary point of contact with members and clients. You'll shine in this role if you are a strong communicator who can problem solve and feel passionate about helping people, having conversations, and connecting with others.
Key Responsibilities:
As a Customer Service Associate, you will have the following Areas of Responsibility:
• Be the face and live our values while striving to provide the most incredible experience for our members and partners.
• Support all inbound member support inquiries via phone and email interactions, focusing on providing an excellent member experience, driving them to resolution within Service Level Requirements, and ensuring satisfaction.
• Identify themes and trends in customer contacts and communicate them to the appropriate team to improve the customer and the agent experience; help us understand the severity and importance of issues impacting customers using data when possible.
• Research and escalate customer inquiries where a response is not readily available or differs from the intended experience.
• Document all inbound calls, texts, and emails in support system.
What We Seek:
• Empathetic to your customers – have a strong desire to help and are passionate about creating the best customer experience possible.
• Demonstrated ability to handle customer calls displaying excellent verbal communication and bilingual English and Spanish speaking).
• Possess an owner's mindset and will do everything within your Areas of Responsibility to support our members and clients.
• Ability to acknowledge and respect confidential information.
• 1 - 2 years of experience as a Customer Care Representative or Customer Support Associate.
• Efficient and organized; you pay attention to detail, don't let things slip through the cracks, and you're always finding ways to improve and make things better
Added Advantages:
• Familiarity with dental software or dental office operations.
• Experience in fast-paced, tech-driven startups.
• Skills in social media and direct-to-consumer marketing.