Employer: Clipboard Health
Roles and Responsibilities
- Serve as the primary point of escalation for Tier 1 agents, taking over cases where the customers have expressed frustration or the problem is beyond the capabilities of the first tier.
- Take ownership of any customer support cases where the client has had to contact us more than two times.
- Proactively reach out to clients who have left us negative customer feedback to identify the root cause of that negative feedback and try to turn the customer’s experience around.
- Speak with customers via phone, email, and chat.
- Provide reporting on call drivers, dissatisfaction reasons, and escalation reasons.
- Become a product master with a firm grasp of Clipboard’s value proposition, app, and processes.
- Stay up-to-date on changes to our product.
- Collaborate with others in the support organization and outside of it in order to resolve customer issues as efficiently as possible.
Requirements
- Minimum of three years of experience in customer service roles.
- Impeccable English-language skills – Verbal and written.
- High emotional intelligence and empathy
- Experience with technical troubleshooting
- Self-driven and able to work with minimal supervision
- Team player who has worked in collaborative environments before
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