Customer Success Representative I, East Coast Shift
Artera.net
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $21 - $26 per hour
About the role
- Deliver empathetic, solution-oriented support to Artera customers (clinicians, clinical staff, laboratory staff, administrators)
- Collaborate with internal partners effectively (Sales, Product, Lab, Billing and Operations)
- Effectively manage orders through the review reports and/or dashboards
- Provide support case resolution for assigned orders with accuracy and attention to detail
- Understand and utilize information from pathology reports and other relevant clinical documents to support the order process
- Maintain consistent documentation every day and follow standard operating procedures (SOPs)
- Balance workload while meeting responsiveness and resolution benchmarks
- Identify and communicate opportunities for workflow or experience improvements
- Approach every interaction with empathy, patience, and a genuine focus on the customer experience
- Communicate clearly and respectfully, both in writing and verbally
- Actively listen and tailor responses to different customer profiles and needs
- Proactively use a problem-solving mindset to seek solutions and follow through to ensure resolution
- Embrace change and remain resilient in a dynamic startup environment
- Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment
- Conflict resolution oriented and highly effective at overcoming obstacles
- Seek constructive feedback and apply learning to improve performance
Requirements
- Bachelor degree required
- 2 year minimum of customer service experience within healthcare or a clinical reference laboratory
- 3 years minimum experience working in a collaborative environment
- Previous sales support experience preferred
- Understanding of clinical data and ability to convey sales and marketing messages
- Thorough knowledge of customer service practices and sales principles
- Strong problem-solving, communication, and organizational skills
- Experience with Salesforce, Slack and Zendesk preferred
Benefits
- 401k matching
- paid time off (PTO)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceclinical datasales supportproblem-solvingorganizational skillsanalytical skillsmultitasking
Soft Skills
empathycommunicationactive listeningcollaborationconflict resolutionadaptabilityattention to detailpatienceresilienceconstructive feedback
Certifications
Bachelor degree