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Client Support Specialist Jobs
Company | SonderMind |
Address | Denver, CO, United States |
Employment type | FULL_TIME |
Salary | |
Category | Mental Health Care |
Expires | 2023-06-07 |
Posted at | 1 year ago |
Our purpose
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Communicating and coordinating with other departments and colleagues
- Keeping records of customer interactions, transactions, comments, and complaints
- Manage high volume of provider questions and requisitions in a mix of incoming phone calls, outbound calls, chat, and emails
- Handle customer complaints, provider appropriate solutions, and alternatives within the time limits; and follow up to ensure completion
- Provide accurate, valid, and complete information by using the right methods/tools
- Within two weeks, fully understand our client journey and be able to support basic client onboarding
- Ongoing, ability to effectively answer questions and requests from our providers and effectively hit defined goals and targets.
- Within one month, support most client and provider requests via chat, email, or phone
- Within three weeks, understand SonderMind's technology platform and answer basic customer and therapist requests
- Excellent communication skills both written and verbal
- Proven ability to navigate multiple platforms when working with a caller
- Experience handling both inbound and outbound calls in a metric-driven environment
- Ability to work in a remote and HIPAA compliant environment
- Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST
- Customer service experience in a call center environment in the healthcare space
- Previous call center experience working with commercial clients
- Experience with a ticketing system/sales or CRM systems
- Courageous: Takes action, even when uncomfortable
- Lightful: Assume positive intent in others
- Authentic: Say what you mean, mean what you say, act accordingly
- Curious: Seek to understand and pull the thread
- 401K retirement plan with 100% matching on up to 4% of base salary
- Therapy coverage benefits to ensure our employees have access to the care they need
- A commitment to fostering flexible hybrid work
- Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
- Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition)
- A generous PTO policy with a minimum of three weeks off
- Employer-paid disability & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
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