Voice Associate

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 “I can handle anything” 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 customers’ 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 Health’s 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