Customer Support Representative (Remote)

DESCRIPTION

At quip, we design and deliver delightful products and services that keep your mouth healthy.

We are seeking dedicated individuals to be a part of our dynamic Teledentistry Customer Support team, driving the transformation of patient care through teledentistry. You'll play a pivotal role in providing quip customers with convenient access to trusted dental professionals, e-prescriptions and in-person appointments.

As a Customer Support Representative you will manage customer queries and needs. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. The ideal candidate will ensure our customers and community receive the highest quality support and customer experience.

HOURLY RATE: $16/HR

At the moment we are only hiring from the following states: Arizona, Alabama, Arkansas, Florida, Idaho, Georgia, Indiana, North Carolina, Utah, Texas, & Wisconsin

RESPONSIBILITIES

• Managing a team of junior customer service representatives.
• Managing and ensuring asynchronous and synchronous cases are completed within our SLA framework.
• Processing orders, forms, applications, and requests.
• Other ad-hoc tasks as requested and required for the business.
• Providing feedback on the efficiency of the customer service process.
• Maintaining a positive, empathetic and professional attitude towards customers at all times.
• Acknowledging and resolving customer complaints.
• Keeping records of customer interactions, transactions, comments and complaints.
• Responding to customer inquiries, and resolving their issues in a timely manner (as per SLA).
• Knowing our products inside and out so that you can answer questions.
• Communicating with customers through various channels (Intercom/Gmail).
• Collecting and tracking customer feedback.
• Ensure customer satisfaction and provide professional customer support.
• Communicating and coordinating with colleagues as necessary.

REQUIREMENTS

• Ability to adapt
• Ability to motivate in a team-oriented, collaborative environment
• Ability to articulate ideas to both technical and non-technical audiences
• Typical working hours: 8am-4pm EST and/or 4pm-12am EST.
• Excellent written and oral communication skills
• Ability to stay calm when customers are stressed or upset
• Comfortable using computers; hardware troubleshooting, software troubleshooting, and problem solving.
• Exposure to business theory, business process development, governance processes, management, and administrative operations.
• Exceptionally self-motivated and directed
• 1+ years of virtual customer care or support experience.
• Ability to set and manage priorities judiciously
• Keen attention to detail
• Must be available to work weekends as needed.
• Excellent interpersonal skills
• Thinking outside the box for solutions
• Familiarity with consumer privacy and payments industry compliance requirements.
• Reliable
• Strong people skills — you are friendly, empathetic, and a good listener and you’re invigorated by constant personal interaction.
• Flexibility for 20-40 hour work weeks, dependent upon business needs.

BENEFITS

• Schedule flexibility
• Remote work. You can work wherever you want – by the beach, in a bustling city or in a cabin in the middle of the woods (just as long as there is good wifi)!

About quip

quip is a modern oral health company launched in 2015 that provides thoughtfully designed personal oral care products and professional dental care services through a digital platform that makes oral care more simple, accessible, and enjoyable. The current personal care offerings include a wide selection of American Dental Association accepted (ADA seal) adult and kid electric toothbrushes, smart brushes, refillable floss pick and string, refillable mouthwash and gum, all kept fresh with a refill delivery service. quip’s professional platform, which is behind quip Aligners and quipcare, is part of the company's future vision to connect personal care, oral health monitoring and professional care in one digital oral care companion app that helps access and manage all your oral care needs and guide and incentivize good oral health habits.

quip is committed to promoting equality, inclusion, and diversity beyond your brushing routine. We believe our company is better equipped to care for every mouth when we listen to fresh perspectives from every voice, and in doing so, we build an equal-opportunity team of the brightest minds (and mouths)—regardless of race, gender, age, religion, sexual orientation, identity, or any other trait that makes you you. By celebrating and supporting our differences, we will thrive in our mission to improve oral health for all.