Customer Support Representative

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Parsley Health

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Supplements • Medical Care • Personalized Health Plans • Health Coaching • In Depth Lab Testing

201 - 500

💰 Series B on 2020-11

Description

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints • Maintain ownership of member issues from receipt of the initial request to resolution • Follow up with members to ensure their issues have been resolved to their satisfaction • Maintain a comprehensive understanding of the company's products and services • Utilize member feedback to identify opportunities for improvement and report trends • Assist in developing initiatives to enhance member experience and satisfaction • Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. • Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries • Ability to think on your feet and de-escalate member situations • Assist members with renewal questions and encourage continued care • Collect feedback from members and process cancellations • Support members’ scheduling and member portal navigation needs and– troubleshooting as needed • This is an evolving and growing department, and role requirements may change and expand as Parsley Health grows. • Other duties as assigned

Requirements

• At least one year of relevant work experience in a one-to-one client/patient-facing • Healthcare tech/start-up experience preferred • An empathetic customer-service approach that ensures your members feel heard and cared for • Call management system experience preferred (i.e., Regal.io) • A passion for helping others • Excellent oral and written communication skills • Can comfortably resolve issues over the telephone • A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks • Proactivity, autonomy, and commitment to excellence in your work • Flexibility as roles and responsibilities are subject to change and new ones may be assigned • Ability to work from home in a quiet space to conduct phone calls.

Benefits

• Equity Stake • 401(k) + Employer Matching program • Remote-first with the option to work from one of our centers in NYC or LA • Complimentary Parsley Health Complete Care membership • Subsidized Medical, Dental, and Vision insurance plan options • Generous 4+ weeks of paid time off • Annual professional development stipend • Annual wellness stipend