Customer Support Representative at PatientPop
At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we take a holistic approach to improving every digital touchpoint along the patient journey with the leading all-in-one practice growth solution.
We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.
Our dedicated team brings a blend of experiences that drives innovation and customer success. Our culture of continuous innovation allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.
Now, we want you to be a part of it all.How you will contribute:
The Customer Support team serves as the initial point of contact for post-website launch requests. The support team handles requests, complaints and feedback via phone and email through Salesforce. As a CSR, you will handle incoming customer case and phone requests in compliance with the team’s Time-to-Respond and Time-to-Resolve Service Level Agreements (SLA’s) without sacrificing customer satisfaction. You will make changes to web design and/or content on customer websites, assist with online scheduling and practice portal issues, edit web profiles, manage billing questions, and answer general product questions.Skills you’ll bring:
- BA/BS Degree from accredited university
- At least 1 year of experience in a customer facing position, in a technical support environment (preferably SaaS)
- Ability to effectively communicate both written and verbally
- Ability to manage multiple projects simultaneously while maintaining strict attention to detail
- Ability to flourish in a high growth tech environment where change is constant
- High degree of technical aptitude
- Experience using Salesforce.com Accounts, Contacts, Service Console, Cases, Knowledge Articles, Live Agent chat
As a Customer Support Representative, you serve as the first line of defense to the company. You’re the company encyclopedia in the sense that you’re able to provide answers about product knowledge, process requests, and provide fantastic customer service to all clients reaching out to us. You’ll also serve as a liaison and communicate daily with other teams to ensure requests are being processed efficiently. You make sure the PatientPop reputation is upheld and that we provide world class service to our customers.In 90 days you will:
You will achieve a workflow that includes close communication with customers and other internal departments in order to achieve set key metrics that help guarantee customer satisfaction. Within this role, you will master case resolution, customer concerns, and utilization of feedback. You will become accountable for daily, weekly, and quarterly goals that ensure customer satisfaction and compliance for your team.
PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life. Learn more at patientpop.com
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.