Customer Support Representative

Summary

Join Parsley Health as a Customer Support Representative and provide exceptional service to our members. You will handle inquiries via email, SMS, and phone, conduct onboarding calls, manage cancellations, and resolve complaints. This role requires strong communication and problem-solving skills, working closely with clinical and sales teams. You'll need at least one year of relevant experience and a passion for helping others. We offer competitive compensation, benefits including health insurance, paid time off, and professional development opportunities, and a remote-first work environment.

Requirements

• At least one year of relevant work experience in a one-to-one client/patient-facing
• An empathetic customer-service approach that ensures your members feel heard and cared for
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks
• Proactivity, autonomy, and commitment to excellence in your work
• Flexibility as roles and responsibilities are subject to change and new ones may be assigned
• Ability to work from home in a quiet space to conduct phone calls

Responsibilities

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• Other duties as assigned

Preferred Qualifications

• Healthcare tech/start-up experience preferred
• Call management system experience preferred (i.e., Regal.io)

Benefits

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend