Voice Customer Service Representative

Summary

Join Clipboard Health's Worker Operations Team as a Voice Customer Service Associate! This fully remote position requires strong communication and problem-solving skills to support healthcare professionals and facilities. You'll investigate issues, communicate resolutions, and develop reliability initiatives. The role demands empathy, adaptability, and proficiency in various communication channels. Saturday and Sunday availability is required due to 24/7 operations. This is a vital role in upholding safety and reliability within our marketplace.

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