FirstPromoter helps SaaS and other subscription businesses to easily launch and manage their referral and affiliate programs. We're one of the top affiliate tools in the market, with hundreds of clients worldwide, ranging from small one man startups to companies valued at $4 billion. We launched 5 years ago, fully bootstrapped and highly profitable since then.

We're looking for a highly skilled Customer Support Specialist that will ensure the happiness of our users as well as of keeping an up to date help-center. Through your daily conversations with our users, you'll understand their needs and concerns, helping them solve their issues and suggesting improvements to our team.
Since we're at the beginning of our journey, you'll play a big role in shaping the future of our company, that's why having initiative, being reliable and driven it's essential for us.

Responsibilities

1. answer our users queries in a timely, accurate and emphatic manner via live-chat and emails
2. help users integrate FirstPromoter into their website and pass more technical issues to our developers
3. proactive outreach to new trials or existing users and provide on-boarding support assistance, guiding them through our features
4. occasionally jumping on ad-hoc calls with customers to quickly fix issues, as necessary
5. provide occasional demo calls to potential customers or quick screenshare videos to help users
6. improve our help documentation with new articles, tutorials, how-to videos etc
7. gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
8. continuously learn about our industry and our product to become a subject matter expert that our users can rely on
9. Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
10. Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
11. Keeping customers updated on changes to the product they’re using, new features and new products they might find useful

Working hours
8am-4pm PST

What we're looking for

1. Min. 2 years of experience in a customer support role
2. a friendly, emphatic and patient person. You take time to understand a customer's needs and know that patience and understanding are the most important ingredients in helping a customer with their concerns.
3. tech-savy, ability to quickly grasp relatively complex user flows and experience working with different type of software applications
4. great troubleshooting skills
5. fluent in spoken and written English
6. great at problem solving
7. ability to keep up with live-chat support
8. a big plus if you already worked with Intercom
9. a huge plus if you already worked as a customer support specialist for a SaaS company
10. a plus if you're familiar with Javascript and HTML 

Title: Customer Service Representative

Location: US National

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

What You’ll Be Doing:

Put your customer service skills to work in a meaningful way! Evolent Health has MULTIPLE OPENINGS for Customer Service Representatives {Bilingual Spanish and English candidates highly encouraged} who are energetic, eager individuals ready to join a team dedicated to assisting our health plan customers and their families every day. This is a great opportunity if you have a dedication to service, thrive in a dynamic, fast-paced work environment and have a passion for providing outstanding care for the customers you connect with.

For this role we are seeking skilled and knowledgeable call center individuals who are comfortable interacting and providing support to health plan members, providers and/or their representatives, fluent in computer navigation and toggling while confidently and compassionately engaging with the caller. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role. Based on business need, we offer employees flexible work shift schedules, during our call center operating hours of 7:00 a.m. to 11:00 p.m., 7 days a week.

{For Bilingual candidates- **If you are bilingual in English & Spanish, we strongly encourage you to apply to join our team. Our diverse customer population has a large Spanish as a first or only language, and our bilingual representatives support our ability to immediately provide the support our customers need. Successful candidates who are qualified as bilingual in Spanish and English receive additional compensation for their language skill.}

What You’ll Be Doing:
Answer and manage inbound inquiries from customers in a prompt, courteous manner while documenting relevant information in a clear and concise manner in computer systems.
Ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs.
Reply and handle inquiries via telephone and other communication channels, regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments and other related topics. Conduct out-bound and/or return calls to customers as necessary.
Analyze and own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
Communicate and partner with customers tactfully and empathetically to resolve issues, using clear language translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
Handle and process customer complaints/ grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance. Adhere to all applicable department, organization and/or regulatory policies and procedures.
Read, comprehend and verbalize processes and procedures of the organization and of health insurance coverage.
o Training includes an online classroom with trainers who have experience working the Evolent CSO call center. Training Hours are usually 8:00 am 5:00 pm Monday Friday (during first 30 days of employment). Trainees will be required to maintain regular attendance at and successfully complete the required classroom training and demonstrate proficiency of the material at the end of training.

o Hours of Operation: 7 days a week, 7:00 am 11:00 pm (your shift will be determined after training)

PREFERRED EXPERIENCE WE LOOK FOR:
{Bilingual in Spanish & English validated via Language Qualification Assessment}
High school diploma or GED required
1 year call center experience
Ability to handle a heavy call volume of 50-100 calls daily
Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 35 WPM and learn new computer programs
Ability to work regularly scheduled shifts within centers hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in a positive, respectful, timely manner, consistently meeting commitments)
Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions.
Strong active listening skills, confident responsiveness that maintains the organization’s integrity.
Ability to maintain strict confidentiality of protected health information

This is a work from home position, which requires a quiet, private workspace without noise and distractions, and reliable internet connectivity provided through a wired connection with a minimum of 10 MBPS speed. A mobile or hot spot environment is not acceptable. You may need to purchase an Ethernet cord depending on your current Internet set up.

Associates degree or equivalent experience
1+ years at a health plan, TPA or related call center setting
Knowledge of managed care, Commercial, Marketplace, Medicaid and/or Medicare programs; knowledge of medical policy benefits and exclusions.

Technical Requirements:

Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and federal law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home. Certain jobs require face-to-face interaction with our providers and patients in client facilities or homes. Employees working in such roles will be required to meet our vaccine requirements without exception or exemption.

Compensation Range: The minimum salary for this position is $, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts. 

Bilingual Customer Service Representative (Open to Remote)

remote type Remote

locations

AF-AZ Offsite Arizona

AF-IL Chicago Office

AF-TX Offsite Texas

Remote Work

AF-WI Milwaukee Co-Work Space

AF-NV Offsite Nevada

AF-WI Madison Natl HQ

AF-GA Offsite Georgia

time type

Full time

job requisition id

R30832

At American Family Insurance, we believe people are an organization’s most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we’re committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers’ dreams in ways never imagined.

American Family Insurance is driven by our customers and employees. That’s why we provide more than just a job – we provide opportunity. Whether you’re already part of our team in search of a new challenge or new to our company and ready for what’s next, you’re in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Job ID: R30832

Bilingual Customer Service Representative (Open to Remote) (Open)

Compensation may vary based on the job level and your geographic work location.

Compensation Minimum:$23.00 Hourly

Compensation Maximum:$29.20 Hourly

Summary:

Job Family Summary Provides support to insureds and agencies, as well as internal and external business partners. Handles each interaction with a genuine desire to connect with the caller while adapting the support to the customer’s needs. Willingly takes ownership of each interaction while advocating for the customer. Continually develops (or evolves) knowledge and skills necessary to provide expected support. Understands and maintains key performance indicators while living our company values. Job Summary The Customer Service Representative I provide service through various direct/indirect customer contact channels. Representatives are responsible to resolve service issues in an unscripted customer care center environment with a focus on one call resolution. Accepts ownership of the interaction and provides a high caliber of service, assess customer needs and advises on policy coverage and options.

Job Description:

Job Level Summary

• Requires working knowledge and skills developed through formal training or work experience.
• Identifies the problems and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
• Works within established procedures with a moderate degree of supervision.

Primary Accountabilities

• Responds to customer interactions regarding billing, policy coverage, and policy changes. Interactions may occur through various customer contact channels such as phone, email, e-form, chat, and/or social media platforms.
• Accepts ownership of requests and provides thorough service to ensure complete customer satisfaction.
• Empowered to take risks and make exception decisions. Reviews the situation to ensure decision is appropriate for both the customer and the organization.
• Asks probing questions and actively listens, showing interest and compassion to provide customers with a high-touch customer experience for all interactions and programs.
• Fosters strong relationships with customers to maintain a high level of client retention and product loyalty, educating and advising on current and future insurance needs.
• Communicates with business partners to collaboratively assist and support customers through multiple services and programs.
• Stays abreast and adheres to organization processes and procedures, assisting customers following federal and state regulations.
• Live the OneAmFam culture, collaborate cross-divisionally to achieve a seamless customer experience.
• Assists with peer development through information and knowledge sharing.
• Learn, embrace and apply the LEAN concepts in day to day work, identifying opportunities for improvement and making recommendations for change
• Actively attends scheduled training class as required, as well as participates in development opportunities to further expand Customer Service skills.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.).
• Demonstrated experience in a customer service environment. (This includes face to face service or contact center; retail, insurance, hospitality, etc.).
• Ability to take the lead and guide our customers to resolution.
• Ability to advise and recommend additional insurance products and services.
• Demonstrated experience with PC software applications.
• Ability to conduct basic computer/internet troubleshooting.
• Keyboarding/typing ability at 25 wpm.
• Must meet workspace and internet speed requirements.
• Must meet Virtual/Remote Employee requirements as outlined in the “Virtual/Remote Employee Agreement”.
• Must pass bilingual assessments in reading, understanding, writing and conversing fluently in both Spanish and English.

Education & Licenses

• If unlicensed, provide proof of successful completion of the AD Banker On-Line Pre-Licensing Course for employee’s resident state prior to 8:00am CT the Wednesday before start date or the offer will be rescinded. Proof of successful completion is: 1. A score of at least 90% on the comprehensive exam for resident states having this exam in their coursework, and/or 2. The certificate(s) of completion for resident states requiring a pre-licensing course.
• Required to pass the resident state licensing exam(s) for property and casualty producer licenses within 30 days of hire.
• Property and casualty producer licenses for all operating and/or service states must be obtained within 60 days of hire.
• Must complete required continuing education credits to maintain resident state property and casualty producer licenses.
• Must maintain property and casualty producer licenses for all operating states and/or service states.

Working Conditions

• This position requires the ability to work a flexible schedule including evenings, nights, weekends, and holidays.

Additional Job Information:

Experience with care center, high call-volume experience and/or insurance experience is strongly desired but not required

The internet speeds required for this role are: 100+Mbps down /10+ Mbps up.

Due to state property and casualty licensing requirements, we are unable to consider applicants from: AK, AR, CA, FL, HI, KY, MA, MT, NJ, NM, NY, WV, and WY.

When you work at American Family you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Enterprise benefits.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)

World Class Pay and Benefits

Starting Salary for a Customer Support Engineer at Files.com is $100,000 per year. We offer raises and equity as you grow in the organization.

In-House Training: We will teach you everything you need to know about the Files.com platform to be an effective Customer Support Engineer. And you'll earn your full rate of pay for all training time.

Amazing Team and Peer Support: Our Customer Support team is one of the most tight-knit groups at the company. Everyone enjoys working together on Zoom every day.

Big Company Benefits: You'll get full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 💰 401(k) with generous matching, 🎄 11 Company Holidays per year, and 🏖 20 PTO/Vacation days.

Brand New Laptop and $1,000: Upon signing, we'll send you a brand new 💻 Apple laptop as well as $1,000 to outfit the rest of your home office with things like a monitor, webcam, keyboard, and mouse.

100% Remote Opportunity

The Files.com Customer Support team is 100% remote. However, we travel for regular in-person meetings with the team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.

In-person events combine work and fun and are designed to make up for the in-person interaction that occurs in an office job.

We are very excited that COVID-19 restrictions have been lifted and we have fully resumed company travel. 🎉

About Files.com

Files.com is an enterprise secure file transfer & automation app with over 6,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We recently raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.

In this role, you will be:

• Responding to customer-initiated interactions such as phone calls and emails (one-on-one communication).
• Identifying software bugs and feature requests, and coordinating with the relevant team for handling.
• Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members.
• Taking a high-touch approach to support, encouraging frequent interaction with customers and working with them to a full resolution of any issues.

About You

• You have excellent written and verbal communication skills, and have real world experience deploying those skills.
• You bring a top-notch customer demeanor, including patience, understanding, and empathy.
• You can learn a process and then add to that process. For example, you can learn to use our knowledge base and playbook articles, and then contribute to make them better.
• You are known for being smart and getting things done. When you take on a project, your team knows you will handle it effectively and efficiently.
• You have a general understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: web applications, networking, internet communication protocols, APIs and/or programming languages, file integration tools and platforms (e.g., AWS, SharePoint, Zapier), and single sign-on tools (e.g., LDAP, Azure AD, Okta)

Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2

Flight builds remote-first customer experience teams for growing startups who put people first. Through a mix of team staffing and consultation, we partner with everyone from early-stage founders making their first support hire to established leaders scaling their teams to help them run outstanding customer experience programs.

We're on a mission to globalize access to careers in customer experience and advance a human-centered model that supports our community of clients, customers, and employees alike.

‍

We’re looking for team leads who share our values of service, inclusion, trust, and cooperation and who are excited about supporting a team to provide top-notch service to our clients and their customers.


What you'll do

• Manage the day-to-day operations of your team and ensure that your group meets productivity and quality targets
• Be the expert in your client’s company and support philosophy and the go-to resource for teammates in order to guide them toward excellent execution that exceeds client expectations
• Serve as the primary representative of your team to your client and represent Flight in a professional and friendly manner; conduct weekly team meetings and coordinate communication around new initiatives or customer issues
• Coach and mentor the individuals on your team and contribute to a supportive and growth-oriented environment
• Advise on and directly handle customer escalations via live chat, email, and/or phone to help your team provide resolution for customers
• Oversee your queues and allocate team focus as needed to ensure balanced coverage and meet SLAs
• Manage team schedule, ensure complete and timely coverage of shifts, and facilitate requests for schedule changes or days off
• Evaluate workflows and policies to recommend improvements and increase client, customer, and team satisfaction
• Troubleshoot and improve your team’s stack of tools

What we look for

• Prior customer support management experience
• Demonstrated ability to inspire and develop individual teammates, particularly in a remote-first environment
• Excellent verbal and written communications skills in English (additional languages are a plus!)
• A high level of empathy and emotional intelligence 
• Ability to be independent and work with minimal supervision, while also being a collaborative team player
• Proficiency with customer support software
• Proactive and adept with giving and receiving constructive feedback

What we offer

• A flexible, remote work environment
• Global community of talented teammates joined by a passion for helping others and commitment to supporting one another’s success
• Learning and development programs so you can keep growing your skills and career
• Early stage startup with lots of opportunity for ownership and impact
• Paid time off

We are an equal opportunity employer who celebrates diversity. We do not discriminate on the basis of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. 

FirstPromoter helps SaaS and other subscription businesses to easily launch and manage their referral and affiliate programs. We're one of the top affiliate tools in the market, with hundreds of clients worldwide, ranging from small one man startups to companies valued at $4 billion. We launched 5 years ago, fully bootstrapped and highly profitable since then.

We're looking for a highly skilled Customer Support Specialist that will ensure the happiness of our users as well as of keeping an up to date help-center. Through your daily conversations with our users, you'll understand their needs and concerns, helping them solve their issues and suggesting improvements to our team.

Since we're at the beginning of our journey, you'll play a big role in shaping the future of our company, that's why having initiative, being reliable and driven it's essential for us.

Responsibilities

• answer our users queries in a timely, accurate and emphatic manner via live-chat and emails
• help users integrate FirstPromoter into their website and pass more technical issues to our developers
• proactive outreach to new trials or existing users and provide on-boarding support assistance, guiding them through our features
• occasionally jumping on ad-hoc calls with customers to quickly fix issues, as necessary
• provide occasional demo calls to potential customers or quick screenshare videos to help users
• improve our help documentation with new articles, tutorials, how-to videos etc
• gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
• continuously learn about our industry and our product to become a subject matter expert that our users can rely on
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
• Keeping customers updated on changes to the product they’re using, new features and new products they might find useful

Working hours

• 8am-4pm PST

What we're looking for

• Min. 2 years of experience in a customer support role
• a friendly, emphatic and patient person. You take time to understand a customer's needs and know that patience and understanding are the most important ingredients in helping a customer with their concerns.
• tech-savy, ability to quickly grasp relatively complex user flows and experience working with different type of software applications
• great troubleshooting skills
• fluent in spoken and written English
• great at problem solving
• ability to keep up with live-chat support
• a big plus if you already worked with Intercom
• a huge plus if you already worked as a customer support specialist for a SaaS company
• a plus if you're familiar with Javascript and HTML 

Job Description
We are a positive and energetic team with a mission to improve the operations of medical clinics and their interactions with patients with our medical specialty focused all-in-one software. We are growing and always on the lookout for great team players to join us in this journey.

Responsibilities
● Become a product expert
● On-board new customers (set up accounts, coordinate enrollment into channel partner
services, provide guidance on optimal configurations, address training needs, etc.)
● Provide ongoing customer support post-launch
● Ensure successful product adoption by monitoring usage, proactively contacting clients and
providing training to improve feature utilization
● Maintain high levels of customer engagement and satisfaction with a focus on customer
loyalty
● Identify common customer challenges and proactively work with the product team to
suggest solutions
● Seek out and deliver on account revenue growth opportunities
● Collaborate with the product team in translating customer needs and requirements into
regular product enhancements.

Qualifications
● 2+ years of experience managing customers (experience in supporting SaaS software a plus)
● Demonstrated success in improving customer experience and retention rates
● Strong interpersonal and communication skills as well as attention to detail
● Excellent organization, project management and time management skills
● Teamwork mentality and willing to assist wherever necessary
● Knowledge of CRM software (Salesforce, Zoho), Jira, Zendesk, Gainsight, MS Office
● Must reside and work in US East Coast time zone

What you’ll get:
● Fantastic growth opportunity in a dynamic environment
● Health benefits
● Salary commensurable with experience

About Remedly
Based in the San Francisco Bay Area, Remedly provides multi-specialty healthcare ERP solutions to manage operations of medical clinics and their patients. For more information, check out https://www.remedly.com/.

We are an equal opportunity employer. All qualified applicants will receive consideration for
employment without regard of race, color, religion, sex, sexual orientation, gender identity or national origin. 

Customer Service Representative

Remote – USA

Full time

R1855

Here at Savista, we enable our clients to navigate the biggest challenges in healthcare: quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect and Excellence (CARE).

Responsibilities:

• Through both inbound and outbound calls leveraging an auto-dialer, negotiate payment plans with customers by reviewing account history both through the Savista database and, if additional information is required, the client’s portal as well as payment portals to review prior payments.
• Meet or exceed performance objectives including account resolution goals and quality assurance.
• Maintain a 96% quality score through superior customer service and accurate documentation of customer encounters.
• Execute appropriate procedures for follow-up on third party approvals, billing, and collection of overdue accounts.
• Supports Savista’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to Savista’s business practices. This includes becoming familiar with Savista’s Code of Ethics, attending training as required, notifying management or Savista’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.

Requirements:

• High school diploma or GED.
• At least one year of experience in debt collections or business to consumer sales in any industry.
• At least six months of experience working in a role with a high volume of either inbound or outbound calls.
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Experience with customer interactions that require live, accurate documentation of the encounter.
• Demonstrated ability to meet performance objectives.
• Demonstrated ability to navigate Internet Explorer and Microsoft Office.
• Demonstrated experience communicating effectively with a customer and simplifying complex information.
• Experience working with customer support including issue resolution management.
• Must be available to work second shift between the hours of 10AM ET and 9PM ET.

Preferred Skills:

• Experience with performance metrics and goals.
• Experience with dual monitoring systems.
• Experience with utilizing a dialer system.
• Experience in a performance-based commission structure.
• Experience working in a role with a high volume of both inbound and outbound call

Note: Savista is required by state specific laws to include the salary range for this role when hiring a resident in applicable locations. The salary range for this role is from $11.44 to $17.98. However, specific compensation for the role will vary within the above range based on many factors including but not limited to geographic location, candidate experience, applicable certifications, and skills.

SAVISTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class. 

Customer Support Representative

at Housecall Pro

United States – Remote

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.

We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, andultimatelysave time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Monthly tech reimbursements
• A culture built on innovation that values big ideas, no matter where they come from

The role

As part of the Customer Support Team, you are a great communicator who is comfortable solving complex problems quickly and eloquently. Our Customer Support Representative will act as the first level of support working directly with customers to identify problems, solve them if possible, and know when to escalate to another team if needed. We provide world-class customer support via chat, email, and phone.

You’re comfortable troubleshooting with limited information, typing quickly, and providing world-class service through our different mediums. You believe that great isn’t good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your interactions with our Pros.

Our Customer Support Team is extraordinary. Our average response time is less than a minute. Our customer satisfaction exceeds 95%. Our team is patient, empathetic, hard working, and above all else focused on improving the lives of our service professionals. Our success is their success.

What you’ll be doing:

• Be the first point of contact with our customers – the Pros.
• Manage and prioritize our support channels with speed and accuracy.
• Quickly identify and escalate Pros to applicable resolution path.
• Prompt attention to detail to resolve Pro issues with limited information.
• Troubleshoot issues and provide assistance to a broad base of customers.
• Recommend improvements to Pros’ current workflows and provide relevant knowledge of how the software works.
• Provide Pros with best practices on how to more efficiently run their business.
• Suggest creative solutions or workarounds when possible to resolve a Pro’s need.

Qualifications:

• High school diploma or equivalency
• Tech support, customer support, or customer care experience
• Interest in and knack for troubleshooting
• Excellent English reading, writing and verbal communication
• Reputation for being hard-working and reliable
• Flexibility to periodically work on weekends or on weekdays before 8am or after 5pm
• Professional attitude and demeanor when interacting with others
• Bonus skills:
• Understanding of iOS and Android devices
• Some college coursework

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes BuildBook, construction management software for builders and remodelers, and CONQUER, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 25,000 businesses and have over 1,000 ambitious, mission-driven, genuinely fun-loving employees across the United States and all over the world. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

Location Dependent Information:

This role is open to candidates and the expected compensation range for this role is $18-$21.60/hour (includes base and potential performance bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro’s the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we’re scaling our team to help enable and accelerate our growth.

Applicants must be currently authorized to work in the United States on a full-time basis. 

Customer Support/Player Agent

(View all jobs)

Remote

About Halfbrick

Halfbrick is a game developing studio that is globally recognised for its success with phone games such as Fruit Ninja and Jetpack Joyride. Previously headquartered in Brisbane, Halfbrick is now fully remote and present all around the world. Halfbrick is one of Australia’s longest running and most successful game developers. Our success is built on a culture that encourages passion, enthusiasm, a willingness to learn and an openness towards trying different approaches to how we make games.

Why you’ll love it

We believe our culture is a leading factor to our success and helps us to attract and retain the best talent! We work hard to foster an intensely collaborative, fun, and creative environment, with training and professional growth opportunities at our forefront. We strongly believe and endorse equal opportunity employment and value diversity at Halfbrick. We’re a tight knit crew who celebrate self-expression, and hey, some perks never hurt either.

Here are just a few of the things we like to offer our Bricks:

• Salary sacrificing.
• Career development and mentorship.
• Freedom to work on games you’re interested in.
• 100% company transparency.
• Mental health support.
• Flexible working hours.
• Part time work options.
• Fully remote working.
• We hire globally and all our opportunities are available world-wide.
• Salary reviews.
• Bonuses.
• Open management without bureaucracy.
• Charity and Meditation leave.
• Loads of social events.
• Awesome rewards and recognition opportunities.

About the opportunity

We have an exciting opportunity for a Customer Support/Player Agent to join our team. You’ll be the go-to for our customers, and constantly working to ensure our teams can continue to create amazing gaming experiences.

We pride ourselves on creating games that people remember for a lifetime and believe that comes from having superstar teams. We have an awesome opportunity to help us transform game entertainment through quality content and innovative ideas. We are committed to developing our employees and you will be given the opportunity to grow inside a friendly and professional team of hard-working, dedicated, and incredibly talented individuals. In return for offering us a skill set that is unmatched and a talent for what you do, you’ll be surrounded by company that is incredibly bright, supportive, and creative.

The remuneration for this role is $65,000 AUD. At Halfbrick we pay harmonise, so it doesn’t matter where in the world you are, our salaries are based off Australian pay standards.

We are also fully remote and base our hiring decisions down to the best suited candidate not where you live! You can join our growing global presence!

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward users at all times.
• Responding promptly to users’ inquiries through various channels.
• Ensure customer satisfaction and provide professional customer support.
• Working and communicating effectively with game teams to resolve issues for multiple gaming clients and ICT solutions.
• Analyzing and reporting of trending issues related to platforms and users globally.
• Compiling feedback reports for a wide audience over multiple platforms.
• Developing deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues.
• Screening for and reproducing bugs
• Managing refunds and purchase validations for multiple platforms.
• The ability to understand and communicate with players from other language backgrounds with the assistance of translation tools. These range from children to elderly players, so tone and ability to tailor instruction to different knowledge levels is important.
• Supporting the company’s goals and values.
• Constructively contributing to team culture through positive attitude.
• Collaborating with your peers to develop world class content, with a focus on innovation and creativity.
• Actively participating in creative meetings, contributing viable ideas.
• Articulating concepts and ideas in a clear and unambiguous way.
• Following and adhere to processes and procedures whilst checking and advising where things can be improved upon.
• Contributing to technical writing on solutions for support structures.
• Investigating workflow optimizations for global user support.
• Backend data management utilizing a wide range of Data systems including; Firebase, Playfab, Beamable and SQL Servers.
• Administrating player governance across multiple platforms and regions.
• Demonstrating capability and high-quality work.
• Checking own work for quality and accuracy.
• Most importantly, help create awesome games!

Skills/Qualifications

• 2 – 3 years game support for live mobile games.
• 2 – 3 years basic QA (flagging bugs, reproducing player reported issues, gather logs)
• 2 – 3 years data entry (experience with Helpshift, Jira, Miro, Confluence and Teams).
• 2 – 3 years with data editors (Playfab, Beamable, Gamespark).

Pluses

• Knowledge of Halfbrick games.

The successful candidate

Perhaps you’ve spent one too many nights up late gaming Possibly you have a vendetta for fruit Either way, you love games and more specifically, you love our games and you want to be part of creating something special! If you think you have what it takes to raise our talent bar, then you’re exactly what we’re looking for.

At Halfbrick, we have an emphasis on generalists to help us reach our goals – people who are explorers and learners and have a diverse knowledge to draw from (or interested in obtaining one). We understand and appreciate specialized talent but we encourage all of our Bricks to generalize their skillset so they can collaborate effectively and see the bigger picture. And don’t worry, you don’t have to already be a generalist – becoming one is as easy as:

• Saying yes to new opportunities
• Dabbling in different things
• Never stop improving (there’s always new things to learn)
• Mind your gaps (identify what you’re missing and bridge the gaps) 

Customer Support 2

locations

Remote US

time type

Full time

job requisition id

R-2978

• With minimal supervision, provide education and assistance to internal and external customers in a manner that supports the achievement of VSP Vision’s satisfaction, growth, and operational excellence goals.
• Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within VSP’s family of companies and line of businesses (LOBs)
• Respond to routine and complex telephone or written inquiries from members, doctors, clients, and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions

Contingent on the VSP Vision Line of Business (LOB), requires in-depth knowledge in the following areas:

• Prescriptions, Plans, Products, Services, and Procedures
• Online purchasing & e-Commerce knowledge
• Internet knowledge
• Payment processing/payment collections
• Eligibility verification
• Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing
• Demonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiatives
• Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes, or solutions. Appropriately elevate situations that could have broader customer or business impacts
• Utilize in-depth knowledge of policies, procedures, medical terminology, telephone, and writing techniques. Remain current on all changes to policy, procedure, and product information to accurately and consistently respond to inquiries
• Maintain and organize correspondence to ensure consistent, accurate, and professional responses. Recommend updates to online knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content
• Assist leadership staff in providing coaching and policy or procedural support to CSRs as applicable.
• Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor
• Contingent on the LOB, may create and manage assignments of monthly audit inventory
• Contingent on the LOB, may assist in the functions around complaints and grievances, such as monitoring compliance, reporting, etc.
• Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement
• May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues

Job Specifications

Typically has the following skills or abilities:

• Two to four years of customer service experience handling complex issues in a high-volume environment
• One year taking ACD calls within a call center environment
• Available to work any shift, including weekends, holidays, and/or overnight
• Demonstrated effective written communication skills including business writing, grammar, and punctuation in order to correspond with customers via letter, email, and webchat
• Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
• Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
• Demonstrated ability to learn, support change management and assimilate new information quickly
• Excellent problem-solving, critical thinking, and effective negotiation skills
• Ability to work at a computer at least 90% of the time
• Ability to work within multiple complex systems to extract information needed to support customers

If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check

In order to successfully and consistently perform the duties of a Customer Support Representative at VSP Vision on our systems and networks, the following internet and equipment (provided by VSP Vision) are required:

• OS (VSP Provided) Windows 10
• CPU (VSP Provided) Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz)
• Memory (VSP Provided) 16GB 2X8GB 2666MHz DDR4 Memory
• Hard Drive (VSP Provided) 256GB Solid State Hard Drive
• VSP Provided Wired Headset Yes
• Wired Connection (to Router/Modem; Cable/wire provided by VSP) Router/Modem NOT provided by VSP Vision Yes
• Download Speed (per user on home network) 50 Mbps
• Upload Speed (per user on home network) 10 Mbps
• Loaded Latency < 150 ms

#LI-REMOTE

#LI-MARCHON

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions. For more information regarding VSP Vision benefits, please click here.

Salary Range:

17-27.5

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

As a regular part of doing business,VSPVision (“VSP”)collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies. 

About Us

33% of US adults are categorized as excessive drinkers, yet fewer than 1% get help to improve their drinking habits. We know why.

There's a huge gap in the alcohol health market for the millions of consumers who enjoy drinking and have no desire to quit entirely, yet could nonetheless benefit from building a healthier relationship with alcohol.

Sunnyside is filling this gap with a proactive alcohol health platform focused on helping anyone who regularly drinks improve their overall health and wellness through changes to their drinking habits. We take a differentiated approach by focusing on moderation and mindfulness (not complete sobriety), and are building a friendly, approachable brand that will scale.

We’ve got a great product that customers love, and we’re growing fast.

We’re backed by top investors including Uncork Capital, Adjacent VC, Offline Ventures, Scribble Ventures, Nir Eyal, Mike Lee (founder of MyFitnessPal), and James Park (founder of Fitbit).

About the role

We're looking for a part time Customer Experience Specialist to join our small (but growing!) team. You’ll work with our full time Customer Experience & Coaching Team and one other part time Customer Experience Specialist, investigating and solving technical issues and account problems as well as sending motivational coaching and advice to our amazing members. In addition, you’ll act as team captain for our Peer Coaching team (Sunnyside members who work flexible, limited hours throughout the week), offering guidance and support when the full time team is not on shift.

This is a 20/hr per week part time role, managing customer communication on weekdays and weekends. You’ll work a set weekly schedule, but with flexibility to trade days with the other part time Specialist.

Part Time CX Specialist Schedule

This role pays hourly between $22-25

You'll work 3 days per week and the hours (PST) that will need coverage between you and the other part time specialist are:

Tuesday - 11am-6pm
Wednesday 12pm-6pm
Thursday- 11am-6pm
Friday 10am-6pm
Saturday 11am-5pm
Sunday 2pm-8pm

Applicants should be open to this schedule, and night/weekend experience is a bonus though not required. Flexibility and willingness to hop in during emergencies is necessary for this role.

This a unique opportunity to get involved with a fast-growing company while having a positive impact on a huge group of members who are seeking to improve their lives through healthier habits around alcohol use.

Because we’re growing, we're open to different skill sets, so if you don't quite match the requirements below, but think you'd be a great fit, please reach out. We'd love to talk.

About you

You are customer focused and compassionate, with a high EQ and a passion for motivating people. You love to write, and are quick on your feet in determining the right message for the right customer. You thrive on processes, in busy, growing environments and are looking forward to managing a high volume of inbound customer messaging. You’re seeking an opportunity to do meaningful, fulfilling work in a unique B2C function. You’re a natural leader and enjoy supporting other team members with guidance and direction. You’re a go getter who is excited to step into new challenges and responsibilities as your role develops.

Startup experience is preferred, but not required as long as you’re excited to jump in with both feet, learn on the fly, and have a big impact. This is going to be a fast-paced, exciting and fulfilling role with lots of opportunity for growth.

We're a mission-driven company with a passion for this space. Our ideal candidate is excited to build deep empathy for our users and is genuinely motivated for the problem we're solving.

Responsibilities

• Customer support & coaching - The core of your role will be methodically responding to customer inquiries that range from technical support, to usability questions, to coaching and motivation. Our members have a direct line of communication to us, and our ability to respond quickly and with high empathy is something we take pride in.
• Voice of the customer - You'll develop a deep understanding of our members, from their pain points, to how we help solve their challenges and improve their lives. You'll be a champion of their needs, and the empathy that you develop will be a valued perspective that helps inform all parts of our business.
• Product & process recommendation - As an early member of the team, and one that will be spending significant time with customers, you'll play a critical role in helping to develop our product. A key aspect of this will be reporting on customer feedback and identifying evangelists. In addition, as queue captain and someone who works closely with the core full time team, you’ll have insights and influence on our internal workings, tools and documentation.

Qualifications

• 3+ years experience in a customer support/experience role (ticket, chat and email based, not call center or phone focused)
• You have experience and/or are interested in light team leadership/steering the ship
• You're a B2C champion who loves customer support and experience
• You have a high EQ and are naturally compassionate
• You're a team player, able to balance the immediate needs of our users with other internal support tasks.
• You're a strong writer who can adapt your style to any brand voice
• You look forward to wearing many hats
• You want to work at a company with a mission you believe in
• You’re tech savvy and comfortable working on a laptop, navigating multiple browser windows and programs, and trouble technical issues

Bonus points (not required, but nice to have!)

• You’ve worked in a startup
• You have prior coaching or motivational experience
• You're experienced using Kustomer (or a comparable CRM)

Important note: If we decide to hop on a call with you, please try out the product first!

Useful links:

• Try Sunnyside at https://sunnyside.co
• Read reviews on TrustPilot
• Check out this recent Sunnyside mention in the New York Times
• Learn how we're using SMS to drive habit change on the Braze Perspectives Blog

Please apply through angel.co with resume and a note about why you’d be great at Sunnyside. 

We are looking for a Customer Success Specialist to help us strategically engage our customers, ensuring that these customers have the skills and resources they need to maximize the value they derive from our current products and enable them to achieve their business objectives. You will leverage your passion for dealing with people over tasks, creative problem-solving skills, and attention to details to make our customers’ life easier. This role is based virtually, but our team operates across Vancouver, BC, and this role reports to the Customer Success Manager.

WHAT YOU’LL DO:

• Support Customer Success Initiatives: Serve day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Become our customers’ advocate: support the Customer Success initiatives by building strategic advisor relationships to help drive continued value of our products and services.
• Maintain Relationships: Maintains strong relationships with customers in your assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction.
• Domain Knowledge: Develops a high level of knowledge and understanding of Cannabis production and retail and your assigned vertical by keeping up with industry news, trends, and best practices.
• Customer Health Monitor: Actively monitors account adoption throughout the length of the relationship and ensures high uptake of Cannametrics’ products and partner products by analyzing data/metrics/product performance and supporting the Customer Success Manager with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.
• Personalized Product Engagement and Education: By being an active listener, identify key roadblocks on the Customer Journey to provide the best education to increase product engagement.
• Maintain Customer Success Metrics and Data: directed by the Customer Success Manager, maintain the reporting system on product usage, product performance and customer journey for internal reporting purposes.
• Team Player: Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Commitment to Results: Collaborates with Customer Success Manager to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics: Retention, Customer Health Index growth, and feedback quality.

WHAT YOU’LL NEED:

• 1-2 years of experience in communications, marketing, sales, account management, or customer success.
• Strong verbal and written communication skills, as well as active listening skills.
• Tech Savvy: Ability to quickly learn new technologies and explain software features and concepts to customers in a simple, succinct manner
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment.
• Bachelor’s degree in Marketing, Business, or relevant industry work experience
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Commitment to results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Empathic: You have the ability to understand another person’s perspective and feel what they feel.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Included

• Extended health care benefits.
• $50,000 to $60,000 base salary range, plus $10,000 variable compensation.
• Successful candidate will be offered ESOP after 12 months. 

Customer Service Representative

**Not a sales position**

Home based independent contractor wanted to handle Customer Service for our fast-growing marketing company.

Does this describe you?

• You have had a great track record of success and want to be recognized for your contributions.
• You have the ability to keep your own files, schedule, and records well organized and easily retrievable when needed. There are lots of moving parts to this position, and STRONG ATTENTION TO DETAIL IS AN ABSOLUTE MUST.
• You want to be part of a high energy, fast growing team that provides quality products and services people actually want.
• You are a hard worker and are willing to put in the time, effort and energy it takes to make your projects a success.
• You are coachable, willing to learn and want to grow in your position, as well as taking direction with a positive attitude.
• You bring ideas to the table. You not only follow plans currently in place but can provide new ideas and outlook.
• You are disciplined enough to work out of your own home. It can be challenging to work from home…so much freedom, so many distractions but you are self-disciplined enough to do so successfully.

If you think you are this type of person – we are looking for you!

Opportunity:

Provide personalized, phone & email-based customer service for our clients located throughout the US.

Pay:

The starting pay is $18 per hour, paid each week through ACH deposit.

At 90 days, your performance will be reviewed. If you pass the review, you will be raised to $20 per hour.

After 7 full months of working with us, we also offer a “book of business” bonus, in which you will receive a small percentage of the monthly payment of each of the clients you manage.

Qualifications:

• You must have your own computer, internet access, phone, and a quiet place to make calls.
• Experience with RingCentral (call-app) and Zoho (CRM) is a plus, but not required.
• Must be available part time to provide customer support around 20 hours a week (at first and later to expand your hours over time), between Monday and Friday, from 9:00AM-5:00PM Central Time. Clients are all over the United States (pacific, mountain, central and eastern time zones).
• Nights and weekends are not required nor anticipated.
• Must be willing to dedicate time to learning our marketing methods and how they apply to attorneys. Must also learn how attorneys function in various practice areas and what their specific needs are.

Skills:

• Fluency in Microsoft Excel and Word, using Gmail, sending attachments, navigating to websites, making Google searches. Able to use Google drive as well.
• Excellent communicator in writing and over the phone
• Ability to meet deadlines is essential
• Must be organized with a strong work ethic and ability to self-motivate.
• Must successfully complete the screening process.

Responsibilities:

• Onboard new clients (Intake Process)
• Be the primary account manager for customers and prospects
• Assist new clients with providing us access to Google Maps and social media platforms
• Establish client goals and go over services in contract that they can expect to receive
• Contact customers following new sales to ensure ongoing customer satisfaction
• Go over client’s marketing results from all their marketing channels and show trends
• Suggest additional service offerings to help them improve their marketing
• Forward any support requests / complaints / items needing attention so our support team can resolve these as quickly as possible
• Use a series of voicemails and emails to maximize the chances that your clients will engage in a monthly overview call
• Develop and maintain strong relationships with clients to ensure continued customer loyalty
• Be on the lookout for ways to improve our products and services
• Answer and return client phone inquiries
• Update multiple spreadsheets and email threads to keep the team informed of any client issues, situations, billing problems, etc.

Important: Before you apply for this position…

Our company provides done-for-you marketing for Bankruptcy, Criminal Defense, DUI, Personal Injury, and Divorce attorneys. If you do not like lawyers or believe that they represent only guilty or bad people, please DO NOT apply.

Our clients are good people who help others that are in serious legal situations, and we recognize them as providing an extremely valuable service. You must feel similarly.

If you meet the above criteria and are interested, respond via email to opportunities@speakeasymarketinginc.com using this subject line:

SEO CSR for attorneys

**If you don’t respond using this subject line, your reply will be ignored, as it shows that you didn’t read this ad in its entirety.**

In your reply, please include the following:

• Why you feel you would be a great fit for the position
• Your time zone
• Attach a short, recorded message to your email. Find a magazine or article online and read the first 5 sentences aloud so we can gauge your speaking voice
• Please ensure your recording is an MP3 or other common audio file type
• Attach a copy of your resume 

Customer Success Support, Public Sector

Customer Success

Remote, United States

Description

About Benefitfocus:

Benefitfocus, Inc. (NASDAQ: BNFT) is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs.

Job Description:

Benefitfocus is searching for a Customer Success Specialist to join our Customer Service Organization. This is a remote role. The Customer Success Support Specialist (CSS) is responsible for developing high-trust relationships with Benefitfocus customers as well as responding to and resolving customer inquiries in a timely and professional manner for highly customizable Benefitfocus products. The primary functions of the CSS role include triaging system issues, collaborating internally to ensure items are resolved with the highest quality, and providing cause and resolution details to customers. This role requires strong analytical skills, excellent written communication, and the ability to excel in a fast-paced and team-oriented environment.

Responsibilities:

• Respond to customer inquiries regarding product functionality or system issues.
• Gather pertinent details from customer to properly assess and respond with action plan/resolution.
• Work directly with customers to troubleshoot, research, and resolve questions and issues within our products.
• Collaborate with other associates and resources required to resolve issues.
• Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise.
• Consistently provide status updates for active issues for both the customer and internal associates.
• Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system.
• Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary.
• Collaborate with Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer’s annual Open Enrollment period.
• Other duties as assigned.

Requirements:

• 4+ years of experience as in Business Analyst in a similar industry.
• Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity.
• Focused on establishing, maintaining, and growing broad and deep relationships within each customer account.
• Anticipate, identify, and meet customers’ needs.
• Excellent analytical, problem solving, time management, and multi-tasking skills.
• Ability to deliver quality results in a fast-paced environment.

Benefitfocus is committed toproviding a diverse and inclusive workplace in whichequality, representation and respect create a culture of belonging. It is Benefitfocus’ policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran. 

Technical and Customer Support Specialist – REMOTE

Job Locations US

ID 2023-2551

Category Customer Service/Support

Type Full-Time

Overview

The Technical & Customer Support Specialist will report to the Manager of Customer Advocacy and will be responsible for fielding and responding to customers in need of support with a goal of quick resolution and high customer satisfaction. This role will advocate on behalf of the end user in their relationship with their local dealer, mediating the situation to full resolution. The successful individual will provide best-in-class customer support to internal and external customers, and will demonstrate curiosity, accountability, attention to detail and creative problem solving.

Responsibilities

• Engage with customers via phone, email, or other communication channels
• Promptly contact the customer to ensure full attention is being given
• Diagnose issue with customer to develop plan for resolution
• Manage all escalations for timely execution and strong record keeping
• Engage with existing and/or new dealer as needed
• Ensure internal customers and appropriate business lines are involved as necessary
• Maintain focus on cost containment while driving excellent customer satisfaction

Qualifications

Required Qualifications

• High school diploma or equivalent
• 3+ years in customer care position
• Proven ability in customer resolution and complex problem solving
• Experience with Microsoft Office Products
• Can work 8am-5pm Mountain Time

Preferred Qualifications

• Bachelor’s Degree
• Understanding and/or experience in technical industry
• Experience with software such as SAP and Salesforce 

Bilingual Tier 1 Customer Service Representative

Job Locations US-Remote

Requisition ID 2023-84791

# of Openings 3

Job Function Call Center Operations

Job Schedule Regular Full-Time

Job Summary

Essential Duties and Responsibilities:

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Respond effectively to all forms of inbound and outbound contacts.
• Track and document all inquiries using the applicable systems.
• Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. Transfer/refer consumers to appropriate entities according to the established guidelines.
• Process life event changes, demographic updates, disenrollment requests, and special enrollment periods as requested.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Facilitate translation services for non-English speaking callers according to procedures.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements:

• High School diploma or equivalent with 6 months- 2 years of experience.
• Must be a bilingual, fluent foreign language speaker.

Pay Transparency

Maximus compensation is based on various factors including but not limited to a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

Compensation shall be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. 

Location: Cyberjaya, Malaysia..

Salary: RM 2025
Shift: Rotational Shift
Head Counts: 21
Start Date: 16th January 2023.
Experience: 6 months Customer Service experience
Education: SPM and Above
Operates in Bahasa Malay

*Note: Interview date January 11th, 10Am - 5PM 

Only individuals who are working, or have previously worked, as an admissions officer at a university or college need apply.

Prompt is a mission-driven organization: We coach high-achieving students to have more compelling college applications and essays – and become better writers in the process.

We are the world’s largest provider of college application and essay coaching globally, serving many thousands of students per year for educational consultants and high schools around the world. We're growing quickly and are launching a new product to further scale our impact on students. THIS IS WHERE YOU COME IN.

Here's the role: You’ll be a Customer Success Manager providing support to our Asia Pacific team. As a key member of our Asia Pacific Operations team, you’ll 1) support students for our Asia Pacific customers by providing high-quality reports on their application planning process 2) you will be a pivotal link between Prompt’s Writing Coaches, students, and their counselors, and your work will ensure the continued high quality and timely coaching and written feedback that our students depend on.

An ideal candidate must have previous experience working in admissions at a highly selective institution. We’re looking for someone with a passion for detail and a thirst for learning. We want someone who loves written communication and who will take the initiative and get the job done.

Our team is your dream work environment. Our customers love us. We work hard and have fun, and also take time to enjoy life. You’ll have the flexibility to make your own schedule, within our customer constraints. You’ll work closely with and be supported by our executive team that combines decades of education technology, college counseling, writing coaching, and admissions essay experience. You’ll also work closely with our operations team, writing coaches, and software development team. Your role has the opportunity to expand over time to additional new products and lead a larger team as we continue to grow.

Responsibilities

• Provide high-quality reports to Asia Pacific students on how they can pursue their academics and activities through the lens of the 5 key character traits for college applications.
• Hold calls with Asia Pacific students to share findings of said reports
• Manage our essay review queue for our Asia Pacific organizations, including monitoring essays that are at-risk for delays, identifying overloaded Writing Coaches,and reassigning work.
• Monitor company Slack, including answering questions from Writing Coaches and escalating issues as needed.
• Communicate with Writing Coaches, students, and counselors to support the essay review process.
• Assist with additional projects to support the success of the operations team in delivering consistent, timely, and high quality feedback to customers.

Required Skills and Qualifications

• Bachelor’s Degree
• Previous experience as an admission officer at an ivy or ivy-equivalent college (1+ years)
• Ability to work a flexible schedule with spread out hours (morning, evening, some weekends) in order to cover both China Standard Time and Eastern Standard Time
• Strong attention to detail
• Ability to juggle multiple priorities
• Experienced with a wide variety of admissions materials, including graduate admissions essays, UCAS essays, and supplemental materials
• Strong written and verbal communication skills
• Intercultural communication skills and mindset, willing to adapt and adjust to people who are from different cultures and with different educational background
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Preferred: experience working with ELL (English Language Learning) students 

Join the Fasta network and open the door to exciting job opportunities with the most innovative tech companies in the US. We are looking for skilled Customer Service Representative to join our network and help our partner companies build and maintain innovative applications.

Why you'll LOVE Client:

You could work anywhere. We know you are talented and looking for something inspiring and impactful. A place where you will make a difference and have a great time doing it!

By choosing us, you can be part of our mission to make loans and homeownership simpler and safer for all consumers.

Our platform powers servicers and consumers. You power us!

About the Opportunity: As a Sr Customer Support Representative, you will be our second point of contact tasked with providing a professional client experience. You will also help run the day to day and pick up certain duties to assist the manager and team to have better coverage and depth. Service team members are committed to providing exceptional and personalized customer service for our FinTech software servicing solutions, as they troubleshoot and resolve customer issues. This is an excellent opportunity for those that thrive in a fast-paced environment, are passionate about customer service, and are looking to grow within our organization, both technically and professionally.

Your Day-to-Day:

• Handle customer support requests escalated from Tier 1 by augmenting initial triage efforts with deeper product knowledge, understanding of typical product usage, and familiarity with technical troubleshooting of digital products.
• Conduct system and usage evaluations to determine customer workflows and procedures to verify proper product usage
• Partner with other members of the Customer Success organization across multiple time zones to continuously improve our customer experience. As such, be accountable as a core member of the team responsible for coordinating / directing / driving delivery activities across platform to maximize customer delight and adoption
• Provide business and technical support to triage, analyze, troubleshoot and resolve customer support requests related to functions, capabilities, and usage of all products
• Execute replication and testing efforts
• Escalate cases to Tier 3 / 4 Support Engineering as necessary. Be prepared to effectively interact and communicate with others in the organization regarding the nature of the client’s issue/problem and translate technical-speak to business users. Propose fully tested solutions to customers to address their cases and enhance system productivity
• Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers' challenges. Serve as an internal resource for all departments and help them be successful - this might look like responding to "quick questions" in Teams or even joining a virtual meeting to serve as the product or technical expert
• Monitor open cases to ensure resolution per the established service level agreement (SLA)
• Maintain accurate and thorough records in the case management system
• Be responsible for ensuring that customer data is handled securely
• Excellent communication and people skills (both written and verbal)
• Thrives in working in a fast-paced startup environment: you have experience managing competing priorities and adjusting schedules to meet deadlines in a fast-paced environment; you see a gap and you fill it
• Excellent attention to detail and quality with ability to successfully self-manage multiple tasks
• Familiarity with SaaS (Software as a Service), web browser technologies, technical issue triage
• Familiarity with case tracking and incident management software
• Familiarity with consumer lending / loan servicing business workflows

We'd love to hear from you if you have:

*

• Minimum of 3-5 years of experience in technical customer service (digital / SaaS solutions preferred) in the financial services industry (or related) - within a Fintech company (SaaS B2B2C preferred) or a financial institution.
• Demonstrated ability to provide exceptional customer technical support skills including probing, gaining agreement and documentation of customer issue(s)
• Demonstrated ability to handle more complex technical issues
• Experience in consumer lending / mortgage (servicing preferred) and / or familiarity with the housing finance regulatory environment will contribute to applicant success
• Travel is not typically required for this role, though occasional travel for company-wide or training events may be needed

Perks!

As an Associate, you will be eligible to participate in our benefit programs beginning on Day #1! We offer a comprehensive package including Remote/Hybrid workplace options, Health Benefits, Unlimited Flexible Time Off, Family Planning Services, Tuition Reimbursement, Paid Family Leave, 401(k) Matching, Pet Insurance, LinkedIn Learning, Virtual Social Experiences, Career Pathing, Focus Time Fridays and much, much more!

Apply with this link

https://fastawork.typeform.com/apply#job_posting=AL011122CS3