Customer Success Specialist

5 days ago

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SonderMind

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We know therapy works. That's why we’re redesigning mental healthcare to make it easier to find and access therapy.

behavioral health • software • personal wellness • business support • mental health

51 - 200

💰 $150M Series C on 2021-07

Description

•Manage high volume of client and provider questions and requisitions in emails, forms and outbound calls. •Maintain a positive, empathetic, and professional attitude toward customers at all times •Provide accurate, valid, and complete information by using the right method/tools •Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; and follow up to ensure completion •Keeping records of customer interactions, transactions, comments, and complaints •Communicating and coordinating with other departments and colleagues •Maintain a QA average of 85% or higher and a case activity average of 7 cases per hour •While rare, may encounter distressed clients and connect them with proper resources

Requirements

•Experience with billing support or customer service •Experience handling both inbound and outbound calls in a metric-driven environment •Proven ability to navigate multiple platforms when working with a caller •Excellent communication skills both written and verbal •Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST •Previous call center or billing experience working with insurance and claim processing •Experience with a ticketing system/sales or CRM systems •Experience with basic troubleshooting and technical support

Benefits

•A commitment to fostering flexible hybrid work •A generous PTO policy with accruals starting after your first month of starting •Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate) •Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options •Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it. •Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave) •401K retirement plan with 100% matching which immediately vests on up to 4% of base salary •Travel to Denver 1x a year for annual Shift gathering •Fourteen (14) company holidays •Company Shutdown between Christmas and New Years •Supplemental life insurance, pet insurance coverage, commuter benefits and more!