Customer Service Representative

Job ID: 2023-7211

Job Locations: US-VA-Henrico | US-Remote

Category: Administration / Clerical

Type: Regular Full-Time

Overview

NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. NCI’s AI solution, Shai(tm), scales humans with artificial intelligence by empowering the workforce to meet their mission by using best in class AI solutions coupled with our exceptional service offerings. Working with strategic partners, NCI is committed to bringing commercial innovation to missions of national importance. NCI is a mid-tier systems integrator headquartered in Reston, VA, and operates at locations across the globe.

NCI has been designated a 2020 Military Friendly Employer by MilitaryFriendly.com

Responsibilities

NCI: The Customer Service Rep I confers with customers by telephone and input data.

Responsibilities:

• Requests records and information from providers. Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution.
• Understands and resolves provider’s questions and provide analysis of situation to determine best use of resources.
• Serves as liaison between the providers and the various departments or team members in response to inquiries.
• Responds to all written inquiries (letter, fax, e-mail) in a professional manner.
• Processes rejected records that do not meet initial inspection criteria and contact Providers to resubmit legible copies.
• Provides assistance to the providers in identifying what is being requested and be able to provide answers to their queries.
• Maintains a high level of knowledge and comply with all protocols, policies and procedures
• Should be able to lift 50 pounds, and able to work in other departments as needed.
• Even this position is remote, but you will be asked to come to site for other tasks/projects.

Qualifications

Requirements:

• I: High School Diploma or equivalent related experience
• 0 – 5 Years experience

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations. NCI is a VEVRAA Federal Contractor. 

Senior Customer Service Representative

Full-Time (Remote)

Customer Service

Remote, United States

ID:20230577

Full-Time/Regular

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

Voluntary Benefits (Voluntary), a Trustmark company, is seeking a Senior Customer Service Representative (Remote) to answer client service calls accurately and effectively and to proactively address and quickly resolve all inbound customer inquiries. To be successful in the role, you must be able to think on your feet and plan ahead while working with customers in order to find solutions quickly and accurately while providing quality customer service.

OBJECTIVE: This is a vital, customer-facing position to our customers. We strive to make every contact with our customers a positive one. It is the hallmark of what we do to create a best in class service organization. You will be responding to inbound customer call inquiries and problem solve by providing information, processing basic customer profile changes or directing requests to other functional business teams. This role is expected to negotiate and provide alternatives and options during phone calls. You will need to demonstrate the ability to gather information and make appropriate decisions focusing on first call resolution.

Responsibilities include:

Customer Service:

• Masters the internal business rules, processes and processing systems that support VB products, to provide immediate and professional service responses to customers.
• Provides professional, courteous, timely and accurate responses to requests for assistance instilling confidence in the company and, therefore, creating a favorable company image.
• Demonstrates tact and sound judgment in all interactions with both internal/external customers and a willingness to research both internal/external customer inquiries, including following up to ensure resolution and satisfaction.
• Possesses good interpersonal skills to understand customers’ inquiries or complaints and deals effectively with people who may be worried, frustrated or upset.
• Multi-tasks with several administrative systems while providing service to our customers.
• Focuses on meeting and/or exceeding department metrics, including first call resolution.
• Coordinates and communicates effectively with team to establish a culture of learning and high performance and assists team members when appropriate.
• Assist customers in navigating company web applications and communicating through virtual platforms such as Microsoft Teams and Webex.

Product and Insurance Knowledge:

• Develops working knowledge of VBS products, features, regulatory requirements and departmental standards and goals. Is able to interpret policy provisions and understand how our products are positioned in the industry.
• Identifies the customers’ needs and educates and restates the benefits of their product. Because the broker is not always available, you must be responsible for educating our customers and providing options available to them based on their requests.
• Educates and provides options to customers on the portability of their product that will drive customer satisfaction and improve company persistency results.
• Other duties, as assigned.

Qualifications include:

• Must be able to work Monday – Friday: 9:45 am – 6:00 pm CST.
• Must have 3 years’ work experience in call center environment OR internal applicants with prior customer service and/or Voluntary benefits experience will be considered.
• Proficiency in MS office, including Outlook, Word and Excel are required.
• Prior experience in insurance or employee benefits operations a plus.
• Strong customer service skills including the ability to establish rapport with customer while maintaining a commitment to customer satisfaction.
• Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between many systems/screens while assisting customers on the phone.
• Must have experience working in a performance measured environment with quality metrics.

Come join Trustmark! Join a team that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

For the third consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. 

Customer Onboarding Manager

REMOTE

Atlanta, Georgia, United States

Market Unit North America, MU NA Sales Engineering & Onboarding

Full time

Description

Sinch is seeking a passionate and dedicated Customer Onboarding Manager to join our team and help us deliver outstanding customer experiences. As a leading provider of cloud communications, Sinch offers tools that enable personal engagement between businesses and people enriching the engagement of customers worldwide.

As a Customer Onboarding Manager, you will have a profound impact on our customers’ satisfaction, leading the onboarding processes to ensure our customers’ success. You will work collaboratively with Sales, Engineering, and Support teams to provide a seamless and efficient onboarding experience that meets or exceeds our customers’ expectations.

Responsibilities

• Lead the onboarding, activation, and adoption of new customers to ensure their swift and successful implementation of Sinch’s communications platform.
• Deliver training and consulting services to customers, providing guidance and insights to help them realize the full potential of Sinch’s tools.
• Educate customers on Sinch’s products, capabilities, and best practices to simplify adoption and align expectations.
• Collaborate with Sales, Engineering, and Support teams to streamline processes, identify customer pain points, and proactively address issues.
• Develop and maintain strong relationships with customers, serving as their advocate and liaison with all internal Sinch teams.
• Provide customers with clear and frequent communications, ensuring that they are informed throughout the onboarding process.
• Develop and refine repeatable onboarding processes, documentation, training materials, and best practices to ensure that customers are set up for long-term success.
• Develop metrics and analysis to measure onboarding success and identify areas for improvement.

Requirements

• Bachelor’s degree or related experience.
• 5+ years of experience in Customer Success, Onboarding, or Implementation Management roles in the mobile or software industry.
• Basic understanding of the mobile industry, cloud communications, APIs, and software integrations.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
• Strong organizational skills you’ll be working with many customers, and you’ll need to have expertise to keep all their needs organized.
• Strong project management skills to define goals, tasks, dependencies and deliverables within established policies and standard practices.
• Ability to multi-task in a dynamic environment across multiple teams (Engineering, Billing, Product, Sales).
• Proactive, self-starter with a growth mindset and a passion for customer success.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources 

Title: Customer Support Specialist

Location: Remote

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

Overview

The Customer Support Specialist is vital in upholding quality for both sides of our marketplace. This position plays a critical role to ensure the safety and reliability of customers on the platform. The ideal candidate will be able to masterfully balance risk mitigation and deliver exceptional customer experiences. They will repeatedly ask why until they reach the root cause of issues, and go the extra mile to solve problems. As our marketplace continues to scale, this person will be instrumental in defining and executing continually higher standards for marketplace quality at Clipboard Health.

Responsibilities

1. Investigate attendance and quality incidents for the thousands of workers across our marketplace; uses exceptional judgment and noticing to make decisions on difficult cases and ability to articulate reasoning in a clear and concise manner
2. Communicate the resolution of your investigations to workers and facilities with understanding and empathy
3. Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers; establish policy improvements to accomplish this goal
4. Lead cross-functional collaborations with customer support, operations, product, customer success, and legal teams
5. Evaluate legal, safety, and compliance risks; proactively develop strategies to address gaps
6. Monitor and report on reliability and quality metrics; analyze trends in the data to create solutions for problems
7. Act as a subject matter expert on Marketplace Terms policies and procedures internally and externally
8. Maintain ownership of the Marketplace Terms escalation queue; work efficiently and effectively to ensure team SLAs are met
9. Drive continuous efforts to improve our operational processes
10. Manage and maintain communication on multiple platforms to effectively solve incidents at Clipboard Health’s partner facilities with the utmost priority and high standards
11. Remain knowledgeable on product updates to ensure audited team members are utilizing the most up-to-date organizational information

Must haves

• At least three years experience customer or client facing role
• Ability to resolve customer issues with empathy and action
• Exceptional written and verbal communication skills – You are a skilled communicator and listener, and you’re comfortable expressing ideas and opinions to a varied audience
• Ability to launch policies and features to enhance platform reliability and quality
• Ability to manage multiple cross-functional projects
• Possess an I can handle anything mentality and extremely sound judgment in ambiguous situations
• Ability to identify potential risks and effectively diffuse situations
• Demonstrate a high degree of leadership, motivation, self-direction, and initiative to achieve the goals of the team and organization
• Self-motivated, able to work independently and stay organized
• Exceptionally detail-oriented
• Ethical and unbiased integrity and decision-making abilities
• Positive mindset that elevates the entire team

Nice to haves

• Healthcare background or understanding of clinical care environments
• Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data

Other expectations

Given the close collaboration required between this position and Marketplace Terms leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST. 

Customer Service Representative

Part Time

at SwimOutlet (View all jobs)

Remote

Who we are

Spiraledge is a collection of companies focused on health and wellness and a leading U.S. ecommerce retailer. Spiraledge operates through two primary online stores SwimOutlet.com and Everyday Yoga.com. Headquarters are located in Campbell, California with offices in Ohio, Massachusetts and Vietnam. Both SwimOutlet.com and Everyday Yoga have been named an Internet Retailer Hot 100 Company.

SwimOutlet.com Founded in 2000 and headquartered in Campbell, CA, SwimOutlet.com is the premier online destination for aquatics apparel and the web’s most popular swim shop. Since its inception, SwimOutlet.com has expanded into virtually every activity that takes place in and around water, becoming the largest online specialty store for aquatics in North America.

Customer Service Representative

Compensation $15-$16/hr

Remote | Swimoutlet.com & Everyday Yoga | Reports to the Customer Service Supervisor | Part Time

The customer service representative responds accurately and efficiently to our customer needs regarding products and order inquiries via phone, email and Live Chat. The ideal candidate has excellent communication skills, genuine empathy and the ability to represent our brand with pride. Representatives are expected to adapt to changes, contribute to improving the overall site experience, and follow through on resolving customer issues with good judgment and a sense of urgency.

About the role:

• Spiraledge is hiring remote agents to work from home
• All training and shifts are completed from the comfort of your home
• Applicants can reside anywhere in the US
• Required equipment provided
• The position is hourly paid

What you will do

• Maintain high levels of customer service
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Process orders and resolve issues according to procedure
• Identify and escalate priority issues and route calls to appropriate resource
• Document all call information according to standard operating procedures
• Maintain a positive work atmosphere that strengthens the team
• Perform other duties and projects as assigned
• Conform with and abide by all regulations, policies, work procedures and instructions

Who you are

• Excellent customer service and interpersonal skills
• Strong written and verbal communication skills
• Attention to detail and follow through
• Ability to utilize the computer and phone simultaneously with accuracy and efficiency
• Ability to work independently and in a team environment
• Ability to maintain a positive attitude when dealing with all customers and co-workers
• Fast typing skills (40 + WPM)
• 1-year previous customer service or call center experience
• The ability to work remotely from the same location for all shifts

Remote work location must meet the following requirements:

1. A room in your home with a shutting door, containing a desk and a chair for working
2. Chair and desk must be comfortable and ergonomically safe
3. Quiet work location so that during all shifts, callers and call auditors must not hear pets, children, television, radio or other sounds that disrupt excellent service. Note: Background noise including television, children and pets can result in immediate termination
4. An Internet connection of 9 Mbps capacity
5. Must be able to connect via wired ethernet from computer to DSL or Cable modem. We will provide all cables
6. Basic ability to resolve computer, internet and phone connectivity issues

Bonus points

• 1+ years of phone-based customer service or call center experience
• Fluent in Spanish

Training (paid)

• Two weeks of online guided e-learning with group video meetings and one-on-one follow up which will be Monday – Friday, 12PM to 4PM PST / 3PM to 7PM EST

Shifts Needed:

1. Tuesday – Friday: 11:00 AM-4:00 PM PST & Saturday: 8:00 AM-5:00 PM PST (28 hours/week)
2. Tuesday – Friday: 12:00 PM-5:00 PM PST & Sat: 8:00 AM-5:00 PM PST (28 hours/week)

Physical demands

The employee is regularly required to sit, talk and hear frequently; use hands and fingers to type, write; reach with hands and arms for tasks such as keyboarding, opening filing cabinets, and some light lifting as necessary.

USA Pay Range

$15—$16 USD

Equal Employment Opportunity Policy

Spiraledge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Title: Copywriter

Location: US National

• Employees can work remotely
• Full-time

Company Description

While this position is full-time remote, we’re looking for candidates that live in the U.S. This is to facilitate communication and coordination with internal teams and clients.

The Digital Ring isn’t your average marketing agency. We’re an award-winning crew of business-minded strategists, creatives, and developers. We work with clients big and small across a wide range of industries offering web design & development, SEO, content marketing & copywriting, branding, paid digital advertising, and more.

When we partner with a client, we become a seamless extension of their team. We get to know their company and their customer via an in-depth Discovery phase before creating and executing a carefully considered strategy to deliver a beautiful website or tailored marketing plan designed to help them reach their business goals.

While we’ve been in business for 6+ years, we still embody a startup mentality: we outwork the competition, we think outside the box, and we push the envelope. And all the while we manage to have just a little bit of fun.

Job Description

Why this job matters

You’ll be an integral part of our Creative team, responsible for copywriting (including websites, emails, and ads) and content creation (including blogs and social media posts).

You’ll also assist the Senior Copywriter in brand strategy development and messaging, eventually taking on smaller branding clients of your own.

In this role, you’ll collaborate closely with our Accounts and Design teams as you develop messaging and create content to further our clients’ broader business goals.

This role also involves client interaction. You’ll meet with clients and interview them to formulate authentic messaging, and you’ll present larger projects (e.g. website copy) back to them.

What this job entails

Copywriting (General):

• Collaborate with Accounts to develop a strategic marketing plan for clients, advising specifically in the areas of messaging.
• Collaborate with Accounts and Design to implement marketing strategies, conceptualizing campaigns/initiatives and writing associated copy: emails, social posts, ads, landing pages, print materials, CTAs, headlines, etc.
• Consult with Accounts on marketing performance, drawing key insights from reporting to make data-driven copy optimizations.

Copywriting (Website-Specific):

• Assist the Senior Copywriter on larger website copywriting projects or take the lead on smaller projects.
• After interviewing client stakeholders and conducting audience/competitive research, collaborate closely with Design to conceptualize website navigation and page layout, following UX best practices.
• Consult with SEO on target keywords and meta data strategy prior to copywriting the site. You’ll actively seek to grow your knowledge of SEO best practices as it relates to website layout/copy.

Content Creation:

• Conduct audience, competitive, and market research to identify insights, white space, and strategic content opportunities.
• Stay current on evolving channel platforms, incorporating latest best practices as you develop and implement integrated content strategies that support high-level business goals.
• Collaborate with Design to create said content, conceptualizing videos, infographics, blogs, and more and writing all associated copy.

Brand Strategy & Messaging

• Assist the Senior Copywriter on larger branding projects or take the lead on smaller projects.
• Interview client stakeholders and conduct audience, competitive, and market research before partnering with Accounts to develop brand strategies (audience definition, positioning, messaging etc.) that drive business growth.
• Collaborate with Design to bring brand strategies to life through creative development, executing the updated brand across print collateral, signage, packaging, and more.

Qualifications

• No freelancers: we’re looking for a full-time teammate!
• At least 2-3 years of experience working as a Copywriter or Content Strategist (agency experience strongly preferred).
• A portfolio or multiple examples of your work; this should showcase copywriting for a variety of channels (e.g. websites, blogs, social, ads).
• Strategic thinking skills: you can see a clear path between marketing (messaging in particular) and helping our clients achieve their broader business goals.
• Natural storytelling skills: you can dig deep to uncover an audience’s underlying needs/motivations, and you can craft a compelling story that positions our clients as the solution.
• Exceptional communication skills, both in written and verbal form this includes the ability to present your ideas concisely and persuasively to clients and internal team members.
• Excellent interpersonal skills: you’re able to collaborate and build strong relationships with clients and internal team members.
• Strong organizational skills with an unmatched attention to detail: both qualities serve you well in juggling competing, high-stakes priorities.
• An attitude that embraces the role of AI in copywriting and experience leveraging tools like ChatGPT and Bard.
• A working knowledge of SEO as it relates to website content.
• A passion for agency life: you thrive in a collaborative, fast-moving environment.

Additional Information

Job classification: Salaried, exempt

Work/environment: Full-time remote 

Watch this video: https://www.regainmedia.com/csm

We help Real Estate Agents get more listings with YouTube Ads and we're on a mission to reform the way realtors get clients because traditional prospecting methods don't work anymore.

We’re on the hunt for a Customer Success Manager to help our clients succeed in our DWY program by getting them 4 listings a month as quickly as possible.

The position will require you oversee 50 clients, onboard them, help them launch/manage their YouTube ads, hold them accountable to call and follow-up with their leads.

*Must have experience with
*

• GHL
• Real estate lead generation
• Google Ads or YouTube Ads
• Facebook Ads
• Sales

*Other responsibilities
*

• Upsell them to our backend mastermind
• Build a relationship with clients so they feel valued
• Manage our community of clients
• Call/email/text clients to hold them accountable and tell them next steps they need to take to reach their goals
• Host Q&A calls on Zoom every week
• Get on 1-on-1 calls with clients to help them progress and answer their questions/concerns

Benefits

100% virtual - Work from home
Your earnings are not capped

Schedule

Full time 6 days a week (EST time zone).

Compensation

Fixed monthly salary and 5% commissions on upsells/referrals/renewals

*Typical day
*

9:00 am - Answer clients' questions in our community and DMs
9:30 am - Customize workflows in GHL for clients
12:00 pm - Launch YouTube Ads campaigns
2:00 pm - Follow-up with clients
3:00 pm - Record Loom videos telling clients what they should do to optimize their campaigns and get better ROI
5:00 pm - Host Q&A call to help clients live on the call and help them with all the tech stuff they're not good at with remote control over Zoom 

Do you enjoy helping customers and solving problems? We are actively seeking a talented Customer Service Representative to join us remotely! As a CSR, you’ll assist customers with placing orders, handle inbound phone calls, and support company sales goals. This is a great opportunity to join a growing company and work collaboratively with multiple departments to solve problems for the customers we serve.

You will know you're a great fit for this position if you enjoy talking with customers, are a self-starter, detail oriented, and can work quickly and accurately against deadlines.

Responsibilities Include

Communicating with customers via phone and email in a professional manner
Order entry and management
Providing order status, product information, account status, pricing, or service to customers and Application Specialists in a timely manner
Creation and maintenance of records relating to customer and vendor transactions
Other duties as assigned

Requirements

Skills:

1 year of experience in customer service preffered
Proficient with Outlook, Word, & Excel
Great communication skills, written and verbal
Superior attention to detail and organizational skills
Experience with Zendesk is desirable

Benefits
Work from home
Flexible working hours
Bonuses and commissions
Paid vacation and sick time

Please, reach directly to yulia.lysenko at soft-group.com 

Who is KeySavvy?

KeySavvy is on a journey to create a better process when buying or selling a vehicle as a private transaction to reduce fraud and help buyers and seller alike feel secure in a major transaction. KeySavvy is a public benefit corporation which means that it's not just a fun thing we like to say. It's our responsibility.

Responsibilities

• Provide exceptional customer service to all customers, responding promptly and professionally to inquiries via phone, email, chat, or other communication channels
• Demonstrate a deep understanding of the KeySavvy product line and services, providing accurate information on pricing, availability, features, and benefits
• Utilize problem-solving skills to troubleshoot customer issues quickly and efficiently
• Maintain up-to-date knowledge of company policies and procedures, as well as industry trends and best practices
• Develop relationships with customers by building trust and rapport through active listening and empathy
• Monitor customer feedback and provide insights to management for improvement opportunities
• Collaborate with cross-functional teams to identify process improvements that will enhance customer experience
• Track customer interactions and document customer feedback in CRM system
• Participate in team meetings and training sessions to stay informed of new products and services

Requirements

• 1-3 years of Customer Experience preferrably in the auto or dealership industry.
• Strong written and verbals skills

Bonus requirements

• Strong ability with training others
• Spanish speaking, native or otherwise. 

Title: Customer Success Team Manager (Tech Touch) (Remote)

Location: Remote

About KnowBe4

KnowBe4, the provider of the world’s largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a “Great Place To Work” in 8 countries, plus we’ve earned numerous other prestigious awards, including Glassdoor’s Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Remote positions open to the US only. #ZR

The Customer Success Team Manager (Tech Touch) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This is accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results, and value that exceed customer expectations. Customer Success Team Manager (Tech Touch) is responsible for managing the onboarding of new customers, the renewal process, and customer growth by identifying add-ons and upsell opportunities. With a production demand mindset, the Customer Success Team Manager (Tech Touch) will take extreme ownership for driving performance and managing production of the assigned Tech Touch Customer Success team.

Responsibilities:

• Make genuine recommendations to hire, fire, discipline and promote subordinates within assigned Tech Touch Customer Success team
• Forge relationships with new customers and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Leverage KnowBe4 assessments
• Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics
• Continue working with customers per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
• Coordinate and assist Pricing Specialists with customer renewals, add-ons and upgrades within your portfolio
• Maintain impeccable administration of your accounts in the Company’s CRM
• Take extreme ownership in developing a high performing Tech Touch Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions
• Track, manage, and ensure that your Tech Touch Customer Success team is delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that your Tech Touch Customer Success team is delivering exceptional customer experiences
• Track, manage and ensure that the prescribed customer journey and engagement model for Tech Touch customers is seamlessly and consistently adhered to
• Develop and groom strong customer advocates
• Serve as a management escalation point for customer issues and assist Tech Touch CSMs with tags
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Develop and manage OKRs
• Enforce impeccable administration of accounts in the Company’s CRM
• Promote referrals for new business sales
• Communicate effectively with your Tech Touch CSMs to ensure that all policies and procedures are well understood
• Work closely with Growth and Tech Touch Customer Success Regional Director to develop and manage coaching plans for Tech Touch CSMs that are underperforming and need improvement
• Develop and groom strong, high performing Tech Touch CSMs

Minimum Qualifications:

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 1+ years managing customers within a SaaS subscription model
• Previous management experience preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy with ability to inspire and motivate teams to exceed targets
• Ability to manage and build high performing teams
• Self-motivated with ability to work with minimal supervision

The compensation for this position ranges from $60,000 – $70,000 including base, bonuses and commissions. For more details, click here.

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code – all in a modern, high-tech, and fun work environment. For more details about our benefits, visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please. 

Customer Support Specialist

Job Details

Remote Type

Fully Remote

Description

Customer Support Specialist

We are looking to expand our Customer Support team by hiring a high-energy, solution-minded, smile-inducing Customer Support Specialist. Is that you?

AOEU is a revolutionary institution that was created to support art teachers no matter what level of expertise they have and the depth of learning they need. How do we do it? Through our fully online university, standards-aligned curriculum platform, and various professional development models – weekly magazine, conferences, personalized learning platform, courses, and social media content.

You are the person we need if you find joy in helping individuals find solutions to their problems. Our Customer Support Specialist will play a vital role in supporting the institution’s vast number of students and teachers with a variety of needs. This individual will be highly service-focused and thrives in engaging with and finding solutions in an effective and efficient manner. Exhibiting professionalism, thriving in a fast-paced environment, and the ability to problem solve quickly is essential to the success of this individual. Serving as the face of the institution, curating innovative and engaging customer experiences will be pivotal.

POSITION DETAILS

Structured as a remote, full-time salaried position. This position will report to the Lead Teacher Success and Support Manager.

This position is eligible to remote work from the following locations: USA.

Who We Are

AOEU is an art teacher’s partner for life. We provide art-specific professional development, an engaging curriculum, relevant resources, online graduate courses, and a rigorous master’s degree program.

We have been a 100% remote company since the beginning!

MISSION

We grow amazing teachers by providing rigorous, relevant, and engaging professional development at every stage of their career.

The Details

ESSENTIAL FUNCTIONS

Customer Support

• Respond to various avenues of inbound customer requests – email, live chat, phone, and support tickets in a timely and accurate way, seeking an empowering resolution.
• Communicate with and support customers with technical troubleshooting and product questions, investigating and escalating level 2 issues appropriately.
• Act as a cross-functional champion for internal initiatives that contribute to improved customer experiences and outcomes.
• Collect and analyze customer feedback to improve the customer experience.
• Authoring knowledge base articles and overseeing content in AOEU’s Help Center to ensure it is accurate, relevant, and up-to-date.
• Maintain and update the Customer Support Handbook documenting operational policies and procedures for the team.

Enterprise Training

• Conduct live, virtual training sessions for AOEU’s various SaaS Platforms.
• Train and guide teams of art educators to curate, plan, and optimize their PD and Curriculum implementation plans.
• Prepare learning material and evaluate results after each training session to optimize customer engagement and increase usage.
• Provide account and product support to customers in real-time to deliver a smooth onboarding experience.
• Technical mastery of AOEU products and services.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to abide by the AOEU Pillars – Adult Culture, Ownership, Pace and Change, Abundance Mentality, Lifelong Learner, Pro Business, Whole Person, Communication, and Truth-Seeking.
• High aptitude for problem-solving and collaboration to effectively work with other departments in order to provide timely customer service and responses.
• Exhibit self-motivation, the ability to multitask, and pay close attention to small details while being able to prioritize and manage time effectively.
• Ability to handle complaints with ease while providing appropriate solutions and alternatives within reason to ensure resolution.
• Ability to evaluate current support processes, devise improvements, measure results, and identify more effective and time-efficient solutions.
• Build sustainable relationships of trust through open and interactive communication with internal and external stakeholders.
• Excellent written and verbal communication skills
• Ability to work remotely.
• Other duties as assigned.

Position Requirements

While we have identified specific requirements for this role, we acknowledge that not all candidates may possess every requirement listed. We encourage applicants who believe they possess the necessary skills and experience to apply, regardless of whether they meet each requirement to the fullest extent.

EXPERIENCE

• Proven customer service and support experience in a fast-paced environment.
• Expertise in creating process documents and knowledge-base articles that are comprehensive, clear, and concise.
• Experience training individuals with a new product or technology is strongly preferred.
• An apt for using data to drive decision-making.
• Familiarity with Google Suite and CRM systems, such as HubSpot, preferred, but not required.
• Comfortability with technology and a multitude of tech platforms.
• A background in education is preferred.

OTHER REQUIREMENTS

• Ability to view computer screens for significant periods of time. The Art of Education University is an online university therefore 95-98% of one’s time will be on or using technology.
• Ability to use a laptop keyboard with accuracy.
• Ability to hear at normal levels and through electronic devices such as laptops, earbuds, phones, and the like.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Compensation and Benefits

BENEFITS AVAILABLE

• Health, dental, and vision plans with 100% premium coverage for individual employees, employer HSA contribution, and no waiting period (effective 1st month after hire)
• 401K plan with 4% match, no waiting or vesting period
• Unlimited self-managed PTO (15+ days/year encouraged)
• All federal holidays off + an end-of-year holiday shutdown
• Monthly mobile, internet, or coworking space stipend
• $600 home office equipment stipend
• Fully remote, flexible schedule
• 8+ weeks paid parental leave
• Lifelong Learning Fund for professional development and educational reimbursement
• Free product access (1 FLEX/PRO license to use or gift, plus free AOEU grad courses)

For additional information surrounding our offered benefits, visit our website.

COMPENSATION

Compensation is commensurate with experience and market. We encourage you to discuss your compensation requirements early in the process.

Applicants residing in California, Colorado, Connecticut, Cincinnati, Maryland, Nevada, Rhode Island, New York, Jersey City, or Washington may reach out to teamandculture@theartofeducation.edu for compensation details.

The Process

For most roles, the process is as follows:

• Step 1: ~30-minute phone interview with hiring manager
• Step 2: Round 2 packet & Interview
• Given that AOEU is 100% remote, this step is intended to see how you might work through some of the daily tasks, responsibilities, and challenges that could arise in this role. You will be given a prompt and be asked to complete an assignment which will then be used to guide a ~1-hour follow-up Zoom interview with 1-2 stakeholders. The intention is for you to get a sense of the role and give us an opportunity to see your skills in action. Your answers will not be used for any other purposes beyond evaluating your candidacy.
• Step 3: Follow-up interview
• For certain managerial or high-collaboration roles, you may be asked to participate in a final Zoom interview.

We look forward to reviewing your application! Thank you for your interest in opportunities with AOEU.

Please contact teamandculture@theartofeducation.edu with any questions.

NOTE: We strongly encourage you to apply through your personal email and to take the appropriate steps to allow list both The Art of Education University (@theartofeducation.edu) and Paycom (@paycomonline.com) domains so that you receive all emails related to your application process. We also encourage you to check your spam folder as emails from The Art of Education and/or Paycom can be marked as spam. Please reference these allow list of solutions to fix this problem.

The Art of Education University is committed to providing equal employment opportunities for all employees and all applicants for employment. The Art of Education University will not discriminate against employees or applicants on the basis of actual or perceived age, race, color, national origin/ethnicity, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Art of Education University is a participant of E-Verify. 

VSight’s mission is to allow experts’ know-how, expertise and assistance accessible remotely to everyone. While we empower businesses to provide faster support and services to their clients and teams whenever and wherever they are, we also enable them to save time and reduce costs.

We are founded and backed by Startup Wise Guys, Europe's top B2B startup accelerator in 2019 in Lithuania and have a development branch in Turkey. VSight is recognized and listed in the KPMG report of real estate innovations overview in 2020 and nominated as the Best Virtual Teamwork Solution 2020 at the Central European Startup Awards - one of the world's largest independent start-up ecosystem competitions - owing to our 500% growth last year.

VSight is trusted by the most prestigious global companies and brands in manufacturing, automotive, machinery, energy, maritime, and mining in 24 countries, including MAN Truck, Bosch, ISUZU, ABUS, BAT, Van Dyk and many more.

We are proud to be an Equal Opportunity Employer and committed to create an inclusive and diverse culture and environment where employment decisions are made regardless of race, color, religion, national or ethnic origin, gender, sexual orientation, age or any other characteristics protected by law.

Requirements:

Onboarding of new customers (walk through demos), incl. finding and actively inviting of key people inside customer's organization

Quick response times on the phone and email for customer questions

Keep in touch with various key people at customer's organization to see who is enabling and blocking usage, try to reduce barriers

Follow-up with customers after onboarding and walk through to see how implementation is going
Analyzing usage of VSight platform at each customer

Be natural and have a strong desire to solve problems and help the customer. But because of own attitude and desire, not because the candidate has heard somewhere this needs to be done 

Customer Experience Manager

Job Description

Who We Are

Having surpassed $150M ARR and continuing to grow rapidly, AuditBoard is the leading audit, risk, and compliance platform on the market. More than 40% of the Fortune 500, including 6 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.

At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, and compliance platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the fourth year in a row as ranked by Deloitte!

Why This Role is Exciting

We are seeking an experienced Manager of Customer Experience to join our team. As the Manager of Customer Experience, you will help us launch the CX discipline at AuditBoard! You will be responsible for developing and implementing strategies to improve the overall customer experience for our products. You will work closely with cross-functional teams to map the customer journey, analyze customer feedback, create strategies for closing the loop on that feedback, and develop solutions to enhance the overall customer experience.

Key Responsibilities

• Develop and implement customer experience strategies and initiatives that align with the company’s overall goals and objectives.
• Work closely with cross-functional teams, including product development and marketing, to map the customer journey and identify pain points and opportunities for improvement.
• Analyze customer feedback and data to identify areas for improvement and develop solutions to address them.
• Collaborate cross-functionally to establish and maintain feedback loops with customers to understand their needs and expectations and use the insights to improve the
• Monitor and report on customer satisfaction metrics, such as NPS, and develop plans to improve them.
• Stay up-to-date with industry trends and best practices to continuously improve the customer experience.

Attributes for a Successful Candidate

• 5+ years of experience in customer experience, customer success, or a related field, with at least 3 years in a management or leadership role.
• Strong communication and interpersonal skills to effectively communicate with customers, team members, and other stakeholders.
• Analytical and data-driven mindset with the ability to make data-driven decisions and track progress towards goals.
• Experience working with SaaS products.
• Ability to work in a fast-paced, high-growth environment and manage multiple projects and priorities simultaneously.
• Excellent problem-solving skills and the ability to develop creative solutions to complex problems.
• Passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.

Perks*

• Launch a career at one of the fastest-growing SaaS companies in North America!
• Live your best life (LYBL)! $200/mo for anything that enhances your life
• Remote and hybrid work options, plus lunch in the office
• Comprehensive employee health coverage (all locations)
• 401K with match (US) or pension with match (UK)
• Competitive compensation & bonus program
• Flexible Vacation (US exempt & CA) or 25 days (UK)
• Time off for your birthday & volunteering
• Unlimited access to LinkedIn Learning
• Employee resource groups
• Stock options
• Opportunities for team and company-wide get togethers!

*perks may vary based on eligibility

#LI-Remote 

Customer Services Representative – 2nd shift

Job ID 113332

Service line GWS Segment

Role type Full-time

Areas of Interest Customer Service

Location(s) Remote – US – Remote – US – United States of America

Get ready for an outstanding career with CBRE!

From selling properties to activating spaces, CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm with over 100K professionals globally in over 100 countries.

For 12 years we have been listed on Fortune Most Loved Company!

Job summary

The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints.

Essential duties and responsibilities

• Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues.
• Generates and dispatches service request work orders for completion by vendors. Schedules conference rooms and audio visual equipment.
• Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction.
• Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information.
• Contacts customer for additional information and communicating the steps in the work order process.
• Runs, reviews, and distributes various customer service reports as necessary.
• May generate and dispatch service request work orders for completion by vendors.
• May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures.
• Provides informal assistance such as technical guidance and/or training to co-workers.
• Other duties may be assigned.

Supervisory responsibilities

• None

QUALIFICATIONS

To perform this job optimally, you will be able to perform each pertinent duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

• High school graduate or general education degree (GED) required. Call Center experience preferred. Minimum two years of related experience.

CERTIFICATES and/or LICENSES

• None

INTERPERSONAL SKILLS

• Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.

FINANCIAL RESPONSIBILITIES

• Ability to calculate simple figures such as percentages.

REASONING ABILITY

• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS and ABILITIES

• Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM.

SCOPE OF RESPONSIBILITY

• Decisions made with general understanding of procedures and company policies to achieve set results and objectives. Errors in judgment may cause short-term impact to co-workers and supervisor.

You are currently authorized to work in the United States without the need for visa sponsorship now or in the future.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience.

The minimum salary for the Customer Service Rep position is $30,100 annually [or $14.47 per hour] and the maximum salary for the CSR position is $39,681 annually [or $19.08 per hour].

The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. 

Customer Service Representative

Job Category: Loan Servicing

Requisition Number: CUSTO015243

Full-Time

Locations

Remote, USA

Remote in CA

California, USA

Description

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Customer Service Representative plays an important role in the organization by performing a number of activities directly related to the company’s Customer Service functions. The role is primarily responsible, under direct to moderate supervision, for providing friendly, knowledgeable and efficient service to customers and staff within agreed upon Service Levels and in compliance with guidelines established by investors, company, state and federal regulations.

Essential Functions

• Answer and service calls in a professional, timely and efficient manner.
• Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training.
• Listen attentively to customer needs and concerns; demonstrate empathy and patience.
• Explore, analyze and respond to customers’ issues and concerns via phone, email, and through written correspondence.
• Use decision-support computer software programs to respond to typical customer work/service order inquiries and requests.
• Verify customers’ understanding of the servicing of their loan, and clarify/provide additional information as needed in order to answer questions and concerns.
• Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised.
• Prepare complete and accurate call notes, written documentation, etc., and update customer files in the system.
• Communicate effectively with individuals/teams to ensure high quality and timely responses and resolutions to customer requests.
• Transfer misdirected customer requests to the right party, and escalate calls when needed.
• Contribute ideas and suggestions to resolve problems, provide a great customer service experience, and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Stay current on changes in industry regulations.
• Demonstrate and promote Guild Core Values.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent preferred, along with a minimum of two years total work experience in high volume customer service role(s).
• Prior experience in consumer/mortgage lending, banking, or related industry/positions strongly preferred.
• Passionate about delivering excellence in customer service within a team environment.
• Demonstrate patience and professionalism when interacting with consumers.
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Excellent verbal and written communications skills required.
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
• Basic math skills required.
• Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required.
• Familiarity with document retention software; Blitzdoc preferred.

Supervision

• Direct to moderate supervision required, depending on experience level
• Apply sound judgment in execution of core job responsibilities
• Travel: 0%

Requirements

• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary Range: $17.16/hr to $22.69/hr

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location. 

Senior Customer Support Specialist

Information Technology

Remote, United States

Description

VitalSource, is hiring a Senior Customer Support Specialist to contribute to our Customer Support team located remotely.

The Senior Customer Support Specialist will focus on Tier 2 support and quality assurance tasks utilizing strong customer service skills and ideally have a background in technology, development, testing or support. This person will interact collaboratively with clients and multiple high-energy development groups who design and develop technology applications based on various client needs. This position will be remote and report to the Director of Technology Operations for the Intrepid Learning team.

VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere.

Required Qualifications:

• Previous customer service and/or call center experience required.

Preferred Skills:

Communication and Customer Focus –

• Must have a customer service mindset to work with clients with courtesy, clarity, responsiveness, and expertise, resulting in a high rate of client satisfaction.
• Excellent interpersonal communication skills (written, verbal/presentation); capable of training users in applications and operating system fundamentals and writing basic documentation.

Organization Skills –

• Strong organizational skills with excellent attention to detail.
• Ability to focus on high-quality work while under pressure.
• Independent problem-solving skills and self-direction
• Ability to react quickly and thrive in a dynamic and ambiguous environment.

Technical Skills –

• Experience in web development technologies and analytic monitoring tools a plus but not a requirement. For example, HTML, CSS, Python, New Relic, Kibana, Grafana. HoneyBadger,
• A basic understanding of SQL language and analytics is a plus.
• Hands-on experience in testing complex business applications, understanding large complex environments, and knowledge of requirements-based testing.
• Experience setting up test scenarios.

Basic/Minimum Qualifications and Characteristics

• Reliable and internally driven team-player.
• Ability to maintain full-time work schedule during normal company operating hours (with possible time-zone accommodations)
• Highly supportive of the business and of its ideals and strategies.
• Interested in results and team objectives over personal preferences.
• Effective at driving short-term actions that are consistent with long-term goals.
• Strong troubleshooting skills.
• Willingness to learn new skills and technologies.

Key Responsibilities:

Help Desk/Application Support

• Investigate and bring to timely resolution all Help Desk issues.
• Provide guidance to end-users for Tier 2 help desk issues via primarily a help desk ticketing system, but also email, chat and rare virtual meetings.
• Document user issues including clear and concise reproduction scenarios.
• Develop and execute test scripts to validate resolution of issues.
• Modify or create new user accounts (adding new members, changing members, modifying security levels)
• Administer content and reports within the system.
• Occasionally be on-call to support the technology team with rare technical emergencies.

Implementation and Integration Support

• Recommend and document policies on system use and services including best practices.
• Contribute towards initiatives that improve the consistency and quality of our products.
• Where applicable, work directly with the development team to implement new configurations to the system and drive updates requested from Intrepid.

QA/Testing

• Analyzes project requirements and develops test plans, test cases and other testing documentation.
• Executes test cases.
• Determines the correct level of regression testing based on planned changes.
• Create and execute semi-formal test cases/plans to run against applications after patches and upgrades have been made.

Other Duties

As needed, including harnessing the candidate’s strengths where they will benefit clients, teammates, and the company.

What We Offer:

• Culture:Collaborative, Inclusive, and Mission-driven
• More in your pocket:Competitive base salary and a strong variable component
• We take care of all aspects of our people:Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
• Retirement:401K match up to 5%
• We support our families:12 weeks of paid parental leave.
• Continued education:Use our tuition reimbursement program.
• The Importance of Balance:start at 4 weeks’ vacation, 12 sick days, 10 company holidays, and 3 personal days.
• Flexibility:flexible work schedules and remote capabilities (by team) – feel free to skip the commute and hit your deadlines from home
• Casual Dress: be as comfortable at work as you are in your own living room
• Wellness : lots of opportunities for fitness challenges and rewards

Salary Range: $60,000 to $70,000
Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globallyand today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at https://vitalsource.com and follow us on Twitter, LinkedIn, and Instagram.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information. 

Customer Service Representative

Locations: United States of America – Remote
Time Type: Full time
Job Requisition Id: JR – 099504

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives where your purpose accelerates our mission.

Your Role at Baxter

This is where you build trust to achieve results.

This role is office-based out of the formerly Welch Allyn branded products facility located in upstate New York in a bedroom community outside of Syracuse, Skaneateles Falls. We are currently operating on a hybrid model working some days remotely and some in office.

As a Customer Service Representative, you take pride in representing Baxter and our products. Your keen understanding of our deep portfolio of products and belief in the value and quality they provide to patients builds your confidence. Our customers trust you and appreciate your knowledge and curiosity when finding solutions to meet their needs. You enjoy being on location, building relationships, and establishing trust with healthcare professionals who use Baxter solutions every day.

As our primary connection to the healthcare professionals, you are the face and voice of our solutions. You enjoy seeing the connections between teams and how they work together to drive business results. The insights and feedback you share with your team and to cross-functional partners help validate and inform priorities and changes.

Your Team

We embrace opportunities to connect with healthcare professionals that use our products every day to save and sustain lives. Observing their work, understanding their needs, and building strong partnerships are integral to our success.

We’re a friendly, collaborative group of people who push each other to do better every day. We find unique strategies to close deals and expand our skills by challenging ourselves and others. Whether out in the field with a partner or taking on challenges with your territory team, you always have camaraderie and support to help accomplish your goals.

Like many sales organizations, our commission and incentive structures can vary from business to business. Often, we establish guarantees for new hires and will always be open and honest with you about expectations and fluctuations.

What you’ll be doing

• Provide pre-sale and post-sale support to distributors and end users for Welch Allyn products
• To work in conjunction with the managers and salespeople to better serve customers, thus, generating and increase in sales
• Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under minimum supervision
• Provide telephone support to customers in an efficient manner
• Support the Welch Allyn, Hillrom, business for the areas and/or customers that they support
• Provide day to day support to allocated team members to meet customer requirements
• Ensure accurate processing and monitoring of customer orders, service notifications, and complaints
• Answer customer questions on products and services
• Recommends changes to established processes and follows existing procedures to process phone orders, provide order status updates, look up part numbers and pricing information
• Process Request for Material Authorization (RMA) and provide RMA status information as needed
• Proficient knowledge of commonly-used concepts, practices and procedures that are common to a customer centric organization
• Ability to work with a cross functional team

What you’ll bring

• High School Graduate
• 2 + years of experience in a customer service role preferred
• Fluency in English
• Proficient keyboard and computer skills, including functional knowledge of Excel and MS Word, or spreadsheet and word processing applications
• Knowledge of SAP and similar order management and processing system
• Numerate and accurate, particularly in relation to data integrity
• Possess a positive attitude, sensitivity to customers’ needs, enthusiasm and exceptional telephone and listening skills
• Excellent analytical and process flow optimization skills allowing for basic trouble shooting.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $36,000 to $90,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

About Us

Our products and therapies touch the lives of millions of people around the world every day, which is why we are focused on transformative innovations that bring smarter, more personalized care to all of us. For 87 years and counting, we have been at the critical intersection where the ideas that save and sustain lives meet the providers who make it all happen. And now, we are determined to realize our boldest opportunities to transform global healthcare for years to come. 

Customer Service Specialist

locations Remote – Nationwide

job requisition id R014649

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference

The Opportunity:

**Must have call center experience**

The Customer Service Specialist handles the incoming calls from patients for Customer Service. Performs all customer service duties that occur with a focus on managing the resolution of the phone call and all written and documented communication within the systems and is committed to assisting in meeting all business needs.

Essential Job Functions:

The Specialist of Customer Service performs all customer service and collection activities across the Revenue Cycle. Job duties include, but are not limited to, answering patient questions regarding statements, posting guarantor payments, setting up payment plans within our policies, researching and resolving issues with accounts that have been identified by patients, reaching out to appropriate departments to resolve any requests made by patients connecting patients with financial counseling department for charity screening, communicating patient balances, meeting collection goals as set by department, and providing excellent customer service for all of our patients. Must have knowledge of all areas of the Revenue Cycle. Communicate and partner with other areas of Ensemble and Revenue Cycle to resolve customer service issues. Performs other duties as assigned.

Employment Qualifications:

• 1-2 years experience in healthcare industry.
• Minimum Education: High School Diploma or GED
• Certifications: CRCR within 6 months of hire.

Other Knowledge, Skills and Abilities :

Experience in physician and hospital operations, compliance and provider relations. Customer Service and Call Center experience preferred. Critical Thinking, Problem Resolution

#LI-ML1

#LI-REMOTE

Join an award-winning company

Three-time winner of “Best in KLAS” 2020-2022

2022 Top Workplaces Healthcare Industry Award

2022 Top Workplaces USA Award

2022 Top Workplaces Culture Excellence Awards

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com. 

Remote- Customer Service Representative

Requisition Id: 26893

Job Function: Customer Experience

Career Area: Customer Service

Work Location: Work From Home

About Us:

At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. This includes working to create a more sustainable, shared future. Our innovative solutions make a difference in people’s lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.

Position Purpose:

Under immediate direction, the Customer Experience Representative maintains sound customer relationships by handling questions and concerns with speed, accuracy and professionalism. Provides timely response of customer inquiries up to and including pick-ups, billing, payments, product orders, etc., and all other aspects of a customer’s needs.

Key Job Activities:

• Uses excellent communication and multitasking skills to respond to customer inquiries in a timely manner
• Process requests, according to established standards with attention to style, tone, and manner of communication received through the automated phone system, email, web, or mail
• Address inquiries regarding invoices, payments, and collections as outlined by the Customer Service Supervisor, positioning Stericycle products and services to customers
• Research customer issues and find workable solutions
• Share ideas with department that increase efficiencies and effectiveness of customer needs
• Performs necessary record keeping activities
• Perform other duties and responsibilities, as assigned

Education:

Preferred Education:

• in High School or Equivalent

Experience :

• High School diploma or equivalent.
• Six or more months of general business experience, preferably in a customer service environment, or the equivalent in related work experience.

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Benefits:

• Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

Disclaimer:

Disclaimer: The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice. 

Customer Support Associate

at Vori Health

Remote-US

Who We Are:

Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model to help patients find the best path forward, Vori Health connects patients to a trained care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist who manage the initial patient assessment and then work to coordinate all aspects of care. We are on a mission to empower humanity to lead a healthier life.

As the Customer Support Associate, you will play an active role in infusing the patient experience with hospitality and compassionate service, helping to answer questions, resolve issues, and educate patients on Vori services. You will support patients throughout their care journey, helping to manage incoming referrals and coordinating with the patient’s care team. Additionally, you will communicate feedback internally to the appropriate stakeholders (Clinical, Product, Engineering, etc.) to ensure improvements are made. Being a startup means that this role will be required to wear several hats and be ready to adapt to an ever-changing environment and there may be times where focus shifts quickly from task-oriented work to larger picture strategy.

What You’ll Do

Essential Functions:

• Manage incoming messages, calls, and tickets from patients, using discretion and responding in a timely and hospitable manner to meet our world-class service levels
• Manage incoming referral patients, helping to collect appropriate onboarding information, including insurance information, demographics, and payment information
• Assist patients in trouble-shooting technical issues, such as password resets and accessing in-app resources
• Proactively communicate with patients to collect feedback and whose account or profile requires attention to ensure a smooth clinical experience
• Educate and advocate for patient needs as it relates to navigating to insurance and billing, including eligibility and benefits checks, obtaining pre-authorization, and understanding claims processing
• Coordinate with our internal Tech and Clinical teams to ensure a seamless experience in meeting patient needs, including a sound handoff of communications and creation of appropriate tickets
• Capture all incoming new patients and referral requests from Vori network partners, ensuring the appropriate information is included in one-touch communications
• Assist in the development of technology and service innovations by collecting feedback and presenting to interdepartmental stakeholders internally
• Perform other projects and duties as assigned

Who You Are

Required:

• 3-5 years of experience in a customer support role within hospitality or health care
• 1-3 years at a fast-paced, ever-changing start up
• Technical aptitude and ability to learn software programs
• Experience using Zendesk, Jira Service Desk or a similar customer management platform
• Proficient in Microsoft Office Suite or Google Drive, specifically Excel or Sheets
• Knowledge of best-in-class customer service practices
• Proven track record of providing exceptional experiences for customers
• Ability to work in multiple technology platforms simultaneously
• A passion for learning and creating new technology
• Organization and accountability within a fluid and constantly changing environment
• Strong grammar, impeccable written and verbal communication skills
• Self-motivated with the ability to work independently and collaborate seamlessly among many stakeholders

Compensation range for this role is $20-22 an hour.