What are the responsibilities and job description for the Customer Experience Agent, Support position at K Health?
About the role:
K Health’s Customer Experience team is growing and we are looking for someone who has a vast skill-set but a dedicated passion for excellence.
You’re expected to become an expert on our product, eliminate any hurdles for users, and ultimately build brand loyalty through our Support organizations. As part of our support team, you’ll handle both phone and email inquiries in a timely manner with thoughtful, thorough responses. You’ll impart our company values through your interactions with our customers and will effectively capture user feedback to help us improve our product!
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What you'll do:
- Tackle a variety of issues with clients and resolve problems quickly
- Handle customer calls with empathy, active listening, and product expertise (20 calls per day)
- Craft and customize emails using personalization while maintaining the brand voice
- Use solution driven tactics to troubleshoot issues to provide a seamless customer experience
- Actively listen to customer issues to diffuse or escalate as necessary
- Perform against challenging goals with a best-in-class team for the efficiency & quality of work
- Ensure the safety of our patients’ information by operating under HIPAA guidelines
- Accurately document customer feedback and issues using ticketing systems
- Autonomously handle customer requests with motivation and discipline
- Contribute to a positive and supportive team environment
What we’re looking for:
- You have 2 years of customer service experience supporting a rapidly growing organization
- You have experience working for a fast growing and dynamic start-up
- You enjoy and take joy finding solutions to customer problems
- You are excited to help customers and passionate about changing the healthcare system
- You take ownership of customers’ issues and adhere to K’s processes and policies
- You are able to move quickly through systems without sacrificing attention to detail
- You are reliable and have a proactive, organized, and detail-oriented mindset
- You are experienced with Salesforce and G Suite, and other call center tools
- You have flexibility in your schedule and can work nights, weekends and holidays
Benefits & Perks:
- Work remotely in the US
- 20 paid vacation days & 5 sick days per year
- Stock options for every full-time employee
- Paid parental leave
- 401k matching up to 5%
- Commuter Benefits
- Competitive health, dental, and vision insurance options
- Digital healthcare solutions with OneMedical and LiveHealth
- Pet Insurance
Compensation Range:
- $18.00 Per Hour
K Health offers competitive compensation packages with stock options based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.
