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About the role
Key responsibilities & impact- Execute daily outbound communication (phone and email) to post-acute organizations to proactively verify and update customer information in support of new implementations and ongoing customer initiatives.
- Drive team and individual performance by consistently meeting or exceeding daily outbound communication quotas, as well as core Customer Success team metrics (e.g. data quality, implementation timelines, etc.).
- Ensure data integrity and accuracy for assigned geographic region by meticulously reviewing, verifying and working with the post-acute care organizations to update their data.
- Assist with the resolution of customer support tickets in a timely and professional manner - via email and phone.
- Maintain meticulous and comprehensive records of all customer interactions, account processes and document filing within the CRM system to ensure an accurate historical account.
- Adhere to all internal communication procedures, guidelines and compliance policies to maintain consistency and professionalism across all customer touchpoints.
- Manage escalated customer complaints with professionalism, providing clear solutions and timely follow-up to ensure definitive resolution and restoration of customer trust.
- Actively contribute to a high performance, team-oriented culture and participate in continuous process improvement efforts to help build a best-in-class Customer Success operation.
Requirements
What you’ll need- Minimum of 2 years of experience in a customer support or client service representative role.
- Solid communication skills by phone and email with professional active listening capabilities.
- Track record of not just reaching, but exceeding quota requirements.
- Experience with customer relationship management (CRM) systems and practices like Salesforce, Zendesk and Asana for documentation.
- Customer oriented with the ability to adapt/respond to different types of customers, personalities, and circumstances.
- Ability to multi-task, prioritize, and manage time effectively.
- A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
- BA/BS degree or equivalent work experience.
Benefits
Comp & perks- Health, Dental, Vision & Voluntary Benefits
- Competitive Salary
- 401k Retirement Savings
- Flexible PTO & 10 Paid Holidays
- Flexible Work Hours
- Equity Shares
- Paid Leave Programs
- Marketplace for discounted retail and entertainment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportclient servicedata integritydocumentationquota achievementproblem resolutionprocess improvementactive listeningmulti-taskingtime management
Soft Skills
communicationcustomer orientationadaptabilityprofessionalismteamworkorganizationarticulationcuriosityconsultative skillswork ethic
Certifications
BA/BS degree