Voice Associate
closed
Clipboard Health
Summary
Join Clipboard Health's Worker Operations Team as a Voice Associate and play a vital role in ensuring safety and reliability for our healthcare marketplace. This fully remote position requires strong communication, problem-solving, and empathy skills. You will investigate and resolve issues, communicate with customers via various channels, and collaborate with cross-functional teams. The role demands proficiency in English and significant experience in customer support, including telephonic support and CRM systems. Success requires exceptional communication, adaptability, and a positive team-oriented mindset. The position operates 24/7 with a 5-day-on, 2-day-off schedule, requiring both Saturday and Sunday availability.
Requirements
- Must be proficient in English/English is a first language
- +2 years of customer support experience
- +2 years of providing telephonic customer support
- +2 years of Zendesk or any CRM experience
- Ability to resolve customer issues with empathy and action
- Exceptional written and verbal communication skills
- Ability to work as part of multidisciplinary teams
- Comfortable handling ambiguous situations and adaptable to constant change
- Possess an โI can handle anythingโ mentality
- Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
- Exceptionally detail-oriented
- Ethical and unbiased integrity and decision-making abilities
- A positive mindset that elevates the entire team
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
Responsibilities
- Communicate with customers via telephone, live chat, and web communication channels
- Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customersโ problems
- Communicate the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication; justify the reasoning behind your decisions to diverse stakeholders within the company
- Work efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner
- Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers; establish policy improvements to accomplish this goal
- Work within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams
- Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Healthโs partner facilities and professionals
- Remain knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information
Benefits
Fully remote position
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