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: Alabama, Arizona, Arkansas, Colorado, District of Columbia, Georgia, Hawaii, Idaho, Indiana, Maryland, Montana, New Hampshire, New Jersey, New York, North Carolina, Oregon, Texas, Utah, West Virginia, Wisconsin
RESPONSIBILITIES
- Maintaining a positive, empathetic and professional attitude towards customers at all times.
- Responding to customer inquiries, and resolving their issues in a timely manner (as per SLA).
- Communicating with customers through various channels (Intercom/Gmail).
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments and complaints.
- Collecting and tracking customer feedback.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.
- Managing and ensuring asynchronous and synchronous cases are completed within our SLA framework.
- Other ad-hoc tasks as requested and required for the business.
REQUIREMENTS
- 1+ years of virtual customer care or support experience.
- Familiarity with consumer privacy and payments industry compliance requirements.
- Exposure to business theory, business process development, governance processes, management, and administrative operations.
- Comfortable using computers; hardware troubleshooting, software troubleshooting, and problem solving.
- 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.
- Must be available to work weekends as needed.
- Typical working hours: 8am-4pm EST and/or 4pm-12am EST.
- Ability to stay calm when customers are stressed or upset
- Thinking outside the box for solutions
- Ability to set and manage priorities judiciously
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Ability to articulate ideas to both technical and non-technical audiences
- Exceptionally self-motivated and directed
- Keen attention to detail
- Ability to motivate in a team-oriented, collaborative environment
- Ability to adapt
- Reliable
BENEFITS
- 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)!
- Schedule flexibility