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About the Role
Schedule: On-site, Monday – Friday 8:30am to 5pm PST
Pay: $26-28/hr DOE
FMLA: Exempt
Key Responsibilities:
- Handle all incoming calls, chats, emails, SMS, and Teams messages from clients with professionalism and efficiency.
- Manage all customer assistance including data record creation, workshop and class registration, and technical troubleshooting.
- Track intake aging reports and make the necessary follow up calls and emails to doctor's offices for obtaining the LVOT referrals.
- Provide Lobby coverage as part of weekly rotation providing warm and welcoming in-person service to on site visitors.
- Provide student intake services including service appointment booking.
- Create a culture of customer satisfaction and delight, leading the transformation of our customer satisfaction delivery.
- Demonstrate high comfort levels using software apps and various database systems for data input and reporting including Co-Pilot, ETO, Online Service Navigation Form, and Microsoft Teams. Use Copilot and or equivalent AI software to generate relevant solutions and information for customers on the spot.
- Use Copilot and or equivalent AI software to generate relevant solutions and information for customers on the spot.
- Provide accurate and timely solutions for our customer inquiries, concerns, and complaints.
- Utilize active listening and empathy to understand and address customer needs effectively.
- Collaborate with team members to escalate complex issues and ensure swift solutions to any inquiries.
- Collaborate with cross-functional teams, ensuring warm handoffs, when necessary, to provide excellent service. Â
- Develop and maintain comprehensive knowledge of the organization’s services, trends and changes to effectively address customer inquiries and issues.
- Uphold the organization’s values and mission in all interactions with clients and stakeholders.
- Follow best practices for customer communication and engagement across all channels to enhance customer relationships.
- Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
- Perform other duties as assigned.
- High School diploma or equivalent required; bachelor’s degree preferred.
- 1-5 years’ experience in a customer service or call center role.
- Familiar with Office365, Teams telephony and any data collection or help desk software preferred. Knowledge of Okta a plus.
- Experience and skill in using client database software and perform accurate data entry.
- Empathetic and patient demeanor when dealing with challenging situations.
- Excellent problem-solving and decision-making abilities, with a focus on delivering timely and effective solutions to customer needs.Â
- Ability to prioritize and multitask effectively in a fast-paced, dynamic environment.
- Proficiency in using AI tools for ad-hoc research and delivery of information, Microsoft Office Suite, and tools, such as Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
- Flexibility to adapt to changing priorities and business needs, with a proactive and results-oriented approach to problem-solving.
- Bilingual/Spanish preferred.
- Willingness to work flexible hours, including evenings and weekends if necessary.
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