What You’ll Be Doing:

We are looking for multiple outstanding customer support professionals to maintain strong relationships with our customers: our therapists and their clients. These support representatives will speak directly to our customers over chat, email, and sometimes phone, and maintain high volume while also focusing on quality. A successful candidate for this role showcases composure and flexibility as customer needs evolve and case volume changes, and is excited to get in at the ground floor of a rapidly growing Support organization.

You’ll Be a Good Fit If:

• You lead with empathy, and prioritize customer value over everything else (working closely to find solutions that make their goals possible)
• You are successful working independently and remotely, and adapt well to changing priorities and customer needs
• You are comfortable meeting quantitative metrics, including the number of conversations you work on per day
• You thrive working at a fast-paced startup, and you are excited about contributing to our startup’s growth
• Bonus points if you have a track record of at least one year of successful customer-facing professional experience
• Basic programming or engineering skills and/or interest, as well as education / training / certification in a business- or technology-related field, is a plus but not required
• If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.

The salary range for this role is $52-$55K 

Job Brief:
We are looking for an experienced Customer Support Team Leader to provide excellent customer service and promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations.

What’s in it for you:

• Establishing solid relationships with clients across the globe. Personal Positioning.
• Building your professional sales career in the digital marketing and advertising industry.
• Able to demonstrate results and achievements to support your career growth.
• Possibility to maximize your monthly or frequency incomes.

Assignments and Responsibilities:

• Lead and manage a team of customer support representatives to provide exceptional phone and email support.
• Develop and implement customer support processes and procedures to improve customer satisfaction and experience.
• Train team members on customer support best practices, product knowledge, and company policies and procedures.
• Monitor customer feedback and resolve customer issues in a timely and efficient manner.
• Collaborate with cross-functional teams, including supply chain and logistics, to resolve customer issues and improve customer experience.
• Ensure customer support team members are equipped with the necessary tools and resources to provide excellent customer service.
• Analyze customer support metrics and performance to continuously improve customer satisfaction and support efficiency.
• Work with senior management to develop customer support goals and budgets, and present regular updates on team performance.
• Perform any additional tasks assigned.

Skills and Competencies:

• High level of Communication skills and Emotional Intelligence.
• Able to manage conflicts, challenges, and uncertain situations.
• Great with People (with your colleagues and clients), and a pleasant personality.
• Good in negotiation with deals and closing leads. Converting complaints into business opportunities.
• Being good with numbers of reporting, forecasting and analysis is an advantage.

Your Profile:

• Fluent in the English language (reading, writing, and speaking) with Business Acumen.
• +5 years and plus of experience in Customer Support space within eCommerce, Call Center or Selling Physical products space. Preferably within the DTC/B2C space.
• +5 years of experience in managing customer support agents, and leading a team.
• Good understanding of the supply chain, logistics, and building materials, gardening practical experience is highly preferred.
• Maintain a high level of emotional intelligence, empathy, communication skills, and managing conflicts.
• Experience in using Project Management tools such as Asana, ClickUp, etc.
• Experience in using Google Workspace products such as Gmail, Google Docs, etc.
• Able to work within the USA time zone. 

Customer Experience Associate (Bilingual)

Fully Remote • Remote Worker – N/A

Job Type

Full-time

Description

Job Summary:

The Customer Experience Associate is responsible for helping Figo maintain and grow our culture of industry best customer care by providing quality and efficient customer service, using verbal and written communications.

Duties / Responsibilities:

• Effectively manage high volume of incoming calls, chats, email, and text messages
• Identify and assess customers’ needs to achieve satisfaction
• Keep records of customer interactions using Salesforce CRM
• Process customer accounts and transactions
• Answer questions about Figo Pet Insurance and Pet Cloud, including questions about coverage and Pet Cloud technology
• Successfully turn an inbound lead into a sale
• Handle challenging customer situations
• Follow Figo communication procedures and guidelines
• Go above and beyond to build customer relationships and trust in the Figo brand
• Turning positive customer interactions into a five-star review for Figo
• Respond to internal/external inquires
• Participate and undertake applicable professional, technical and career development training to include attainment of associated qualifications where required.
• Operate as an effective team member by supporting colleagues and contributing to the delivery and achievement of overall team and business objectives.
• Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within your abilities and/or expertise and skills.

Supervisory Responsibility:

• Position does not have any supervisory responsibilities

Required Skills/Abilities:

• Must be very organized and take initiative, attention to detail, strong time management and multi-tasking skills an asset
• Love pets and talking about them!
• Should be comfortable in speaking with vet staff and policy holders.
• Interpersonal skills, effective verbal, and written communications a must. Communications must be handled in a courteous and professional manner
• Professional, friendly, patient phone/email persona
• Ability to collaborate with others on projects and/or special assignments
• Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures
• Ability to manage projects outside of customer service role
• Well versed in Microsoft Office
• Great team player
• Protect organization’s value by keeping information confidential
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Conform with all safety rules and use all appropriate safety equipment.

Education and Experience:

• Bachelor’s degree or similar administrative experience
• 2+ years’ experience in customer service

Additional Eligibility Qualifications:

• Licensed to sell Property and Casualty insurance
• Fluent in both English and Spanish a plus

Physical Requirements:

• Prolonged periods of sitting at a desk and working on computer/telephone
• Must be able to lift to 15 pounds at a time
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Expected Hours of Work:

• This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director
• Position may require evenings and/or weekend days

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Customer Support Team Lead

• United States – Remote OK
• Full-Time
• Customer Success

We’re seeking a hard-working Customer Support Team Lead as we continue to expand our team. The team lead will be responsible for a specific group of Customer Support Specialists and will focus on improving their teams’ performance, processes, and more. Most importantly, you’ll be responsible for ensuring we continue to live up to and exceed our customers expectations as we deliver an outstanding customer experience.

At SimpleTexting we’re on a mission to help SMBs make an impact by communicating with their audience using text messages.

One of the reasons we’ve grown so fast over the last four years besides our powerful and easy-to-use platformis that we deliver fast, friendly, and empathetic support.

As our team continues to grow, we’re on the hunt for a hard-working person to join us as a Customer Support Team Lead!

So, overall:

In this role you’re in a unique position to understand how our customers find value, how they use our product, and their pain points. You’ll make that knowledge count by helping us improve your teams’ performance, processes, and more. This position reports to the Manager of Customer Support.

If that sounds like an exciting opportunity, then let’s get to the details.

Responsibilities

• Manage the day-to-day of your team to ensure a high-quality support experience for all customers
• Coach customer support specialists, contributing to a supportive and growth-oriented environment
• Regularly review performance and metrics, proactively identifying trends
• Create intervention and improvement plans for team members to ensure the team is meeting requirements
• Coordinate with other departments to improve the experience of the team and customers
• Advise on, and directly handle, customer escalations to help your team resolve customer opportunities
• Evaluate workflows and processes to recommend improvements that increase team and customer satisfaction
• Listen to feedback from team members and resolve any issues
• Assist in training new hires to make sure they start off strong

This Role Is For You If

• You love making people and teams better
• You’re comfortable holding yourself and others accountable
• Going above and beyond for people gives you a warm and fuzzy feeling
• You’re not afraid to make tough calls
• You don’t just complete tasks, you also think strategically about the big picture
• You have a customer first attitude
• You live the SimpleTexting values in everything you do

Required Qualifications

• Ability to inspire and develop individual teammates
• Demonstrable critical thinking, communication, tech, and creative problem-solving skills
• Willingness to take ownership over issues.
• Self-starter with a positive attitude. You don’t get fazed by change.
• Highly organized. You can effectively juggle several different priorities.
• Able to become a SimpleTexting power user. You have the skills to learn our product inside and out.
• At least two years experience as an individual contributor in a customer support role, preferably for a SaaS company
• At least 1 year of experience as a team leader or supervisor, preferably for a customer support team at a SaaS company

Location

• Remote (based in the USA and thePhilippines)

Compensation and Benefits

• Compensation will be based upon current experience and market standards
• This is a full-time position with a set schedule during US daytime hours
• Flexible time off policy
• Remote

About Us

SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.

SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more

Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!

Associate Customer Support Specialist

United States

Full time

REQ11631

Job Summary:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose – to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset – our people!

Job Description:

Not all companies are made equal and at CoreLogic, this adage could not be truer. With boundless passion and commitment, our 5,000+ team members share a singular focus: to help millions of people find, buy, and protect the homes they love. As a leading provider of gold standard data, analytics, and platforms, CoreLogic enables real estate professionals, financial institutions, insurance carriers, government agencies and other housing market participants to help people make their dream of homeownership a reality.

From our unmatched network of trusted relationships to technical innovations to the insights and foresight that comes with deep experience and collaboration, we offer unrivaled intelligence in the property industry. CoreLogic connects critical touch points for a seamless and superior home-ownership journey powered by accurate, comprehensive, and up-to-date data, and back those up with five-star service and support.

This position is full-time and remote. Benefits include health, dental, vision, life, disability, paid time off, paid maternity and paternity leave, 401K match, overtime eligibility, and a laid-back, fun work environment.

The CoreLogic Associate Customer Support position is a help desk, front line support for legacy NextGear Solutions and CoreLogic customers. The position supports both training and troubleshooting assistance by providing consistent, high quality, efficient, friendly, and knowledgeable service.

Duties Will Include:

• Answer incoming channels (chat, voice, voice mail, web, and email inquiries) on basic customer issues. For example, and not limited to, general and technical software questions, password recovery, database, and web site navigation inquiries.
• Actively work on open and solving interaction types within individual and team queues.
• Actively listen, document, and analyze information about the customer’s inquiry and determine appropriate resolution.
• Follow proper escalation procedures to the next level of support and include all necessary information. For example, job number, screen capture, username, step by step recreation of the issue.
• Solve at least 80% of incoming interactions on the first try.
• Achieve and maintain above a 90% customer satisfaction score.
• Provide support for identified defects or database issues where solutions already identified.
• Ensure all interaction types logged with the appropriate level of data in the help desk customer ticket tracking system.
• Promote a professional help desk image by offering a consistent, high quality, efficient, friendly, and knowledgeable service to internal and external customers.
• Demonstrate an understanding of help desk priorities and goals with an active participation.
• Responsible for staying signed into the help desk phone system and actively working during designated shift.

Job Qualifications:

• High school diploma or equivalent work experience required, Bachelor’s degree with degree or courses in MIS, CS, or similar preferred.
• At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred.
• Open to weekend and/or non-traditional shifts.
• High energy, a self-starting team player.
• High sense of urgency and follow-through.
• A natural problem-solving personality, driven to solve puzzles.
• Comfortable working in a fast-paced, unstructured environment, with strong ability to think on your feet and learn quickly.
• Typing of at least 50 words per minute required.
• Clear communicator with good spelling and grammar skills.
• Knowledge of construction industry or accounting basics are a plus.

#LI-Remote

Annual Pay Range: 26,100 – 37,440 USD

CoreLogic’s Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.

CoreLogic benefits information can be found here: Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any posted range.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace.

Please apply on our website for consideration.

By providing your telephone number, you agree to receive automated (SMS) text messages at that number from CoreLogic regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.

Connect with us on social media! Click on the quicklinks below to find out more about our company and associates. 

Title: Customer Experience Professional (Remote)

Location: Remote

Becoming a Customer Experience Professional at Red Ventures means launching a career with a company ranked one of the Best Large Companies to work for in 2022. It’s easy to see why! Imagine a day in the life of a Red Ventures Professional: a supportive team by your side, goals to strive for, and defined career paths.

About the Role

What will you be doing?

• As a Customer Experience Professional, you will process orders, forms, and requests as well as respond to customer inquiries. These will be inbound phone calls from residential customers who interacted with our sales team or websites.
• Your goal is to establish rapport, understand the customer’s needs, and input order/customer data into multiple Customer Relationship Management tools (CRMs) to ensure that the order placed by the customer gets completed.
• We will set you up with all the tools you need for success paid training, proprietary technology, dynamic scripting, and expert coaching. A reliable, high-speed internet connection is required.

What does the schedule look like?

This position is full-time and fully remote. Schedules can range between 8am EST to 8pm EST Monday through Friday, with a rotating Saturday shift (Saturdays from 9a EST 3p EST). Schedules are 40hrs/week + lunch.

What about Pay/Compensation?

You will be compensated based on an hourly rate of $13/hour.

What about the benefits?

As a full-time employee, you will be eligible for our benefits package. Our benefits package includes, but is not limited to:

• Comprehensive Medical, Dental, and Vision coverage
• Emotional and Mental Health services, support, and resources
• Health Savings Accounts (HSAs)
• Flexible Spending Accounts (FSAs)
• Company-paid Life Insurance and Employee Assistance Program (EAP)
• Tuition Reimbursement Program
• Long-Term/Short-Term Disability
• 401k Savings Plan with company match
• Paid Time Off/ Sick

Note: For most benefits, you are eligible on the first of the month following 60 days from the date of hire.

What We Are Looking For

No experience required! We are a place where talent – of all levels and all backgrounds – can earn, learn, and grow for years to come. We look for teammates who are:

• Accountable. You come to work, ready to work. Your team can count on you.
• Adaptable. Do you thrive under pressure and go with the flow when change happens?
• Coachable. Our leadership teams are the best of the best and are here to help you reach your goals every step of the way.
• Driven. You are passionate, motivated to learn, and determined to succeed.
• Funny. A sense of humor is a must! We work hard and play hard the virtual fist bumps are for free!
• Gritty. You bring your best attitude and effort, all the time. Giving up is not in your nature.
• Honest. Integrity is non-negotiable here. We are here to win the right way every day.

Who We Are

Red Ventures is a multi-billion-dollar portfolio of digital companies that specializes in bringing consumers and brands together. We are made up of more than 4,500 employees across 5 continents – and adaptability is at the core of everything we do. We measure our impact not by profit but in our ability to positively change the trajectory of the people and communities we touch. At our core, we believe:

• In making every second count
• In getting better every day
• In winning the right way
• In being the change we wish to see in the world
• Everything is written in pencil
• In being great people to work with
• In leaving the woodpile higher than we found it

With a portfolio spanning dozens of geographies, business teams, and industries – the opportunities to learn, grow, and find work you’re truly passionate about here are limitless. But just to be sure – we also provide world-class training and leadership development opportunities at every stage of your career, no matter where in the world you’re located.

Currently, we are hiring for this position in the following states: Alabama, Georgia, Indiana, North Carolina, South Carolina, Texas, West Virginia, and Wyoming. You must be able to pass a pre-employment drug screen and background check. 

Customer Service Manager

at Shapeways

Remote

Shapeways’ digital manufacturing platform offers customers access to high-quality manufacturing from start to finish through automation, innovation, and digitization. The company’s purpose-built software, a wide selection of materials and technologies, and global supply chain lower manufacturing barriers and speed delivery of quality products. Shapeways’ digital manufacturing services have empowered more than one million customers worldwide to produce more than 21 million parts using 11 different technologies and 90 different materials and finishes.

Headquartered in New York City, Shapeways has ISO 9001-compliant manufacturing facilities in Livonia, MI and the Netherlands and a network of verified partners around the globe. In September 2021, Shapeways became a publicly-traded company on the NYSE under the ticker SHPW.

Why is a Customer Service Manager important to us?

Shapeways is looking for a Customer Service Manager who will manage day-to-day activities of the customer support team (US, Netherlands and Philippines) to ensure all processes and inquiries (i.e. emails, phone calls, live chat, direct messages) are handled accurately, timely and efficiently.

In this role, you will:

• Own the day-to-day administration of Helpdesk and Live Chat tools (i.e. Zendesk, DRIFT etc.) and other customer service web based technology.
• Serve as the curator of customer experience and play a key role in crafting the online customer support experience for our rapidly growing ecommerce and enterprise manufacturing business.
• Ensure a “best in class” customer experience by proactively training, coaching and leading a team of customer service associates.
• Evaluate and analyze systems including, but not limited to, email and online chat and ensure its being used to its maximum benefit and with effective integration into Salesforce.com to ensure a 360-view of the customer.
• Report on productivity of overall customer service, including response time to customers, number of inquiries per week, logging customer pain points, analyzing product returns, logging website errors and monitoring overall customer satisfaction.
• Ensure customer orders, returns, and warranty Issues are entered with accuracy and thorough, timely follow-up as well as establishing multi-tiered SLAs for customer inquiries.
• Help resolve customer service and website issues by collaborating with Marketing, Technology, Sales, and Operations teams.
• Oversee and manage transactions such as payments, billing, returns and exchanges.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Collaborate with Sales and Operations to obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review claims adjustments with suppliers, examining parts claimed to be defective, and approving or disapproving quality/reprint claims.
• Collaborate with Stakeholders to recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Assist with processing orders on Shapeways’ eCommerce channel and 3rd party integrations (ETSY, Shopify etc.).

You might be a good fit if (you have/are):

• A Bachelor’s degree in Business, Marketing, Communication, eCommerce or related field.
• Minimum of 2-3 years in eCommerce setting with online customer service management.
• Manufacturing experience a plus.
• Hands-on experience with eCommerce platforms (i.e. ShopifyPlus) and customer service/live chat software (i.e. Zendesk, SFDC Service Cloud, Drift etc.).
• Thorough understanding of entire eCommerce process from conversion to fulfillment to customer service.
• Excellent organizational and time management skills and outstanding project management experience.
• Experience building and leading Customer Service teams with sound process discipline and KPI management
• Requires excellent verbal and written communication skills.
• Ability to communicate with all levels of the organization and participate cross-functionally with Operations, Sales and Marketing Teams
• Enjoys interacting with customers and excels in negotiation and conflict resolution.
• Ability to effectively manage customer expectations and build loyal customer relationships.
• Ability to understand and educate customers on products.
• Strong computer skills are required, including proficiency in Microsoft Office Suite (Excel, Word, Outlook) and experience using an ERP System.

Why join our team?

At Shapeways, we all contribute to a respectful work environment where we share ideas and encourage each other to think creatively. We are a collaborative, diverse and dynamic group of individuals ready to embark on our next chapter of growth.

Do you want to be part of a culture that is inclusive, inspiring, and allows you the autonomy to be creative in your work? If so, we invite you to join us on our adventure!

Benefits and perks include:

• Healthcare that fits your needs – We offer excellent medical, dental, and vision plan options that provide coverage to employees and dependents. Our suite of options ranges from 100% employee-only medical premium coverage to extremely reduced premiums for dependent coverage to an enhanced buy up plan for those with more extensive needs. We also have competitive pricing plans for dental and vision!
• Ownership – Every Shapeways employee will be granted equity in the company
• 401(k) with Employer Match – Join the team and we will immediately invest in your future
• Parental Leave – Robust paid time off for new parents; both primary and secondary leave
• Generous Paid Time Off – 20 PTO days plus additional days off when you’re not feeling well, to observe holidays, or just to destress.
• Wellness – We care about your wellbeing. From Commuter Benefits to FSA’s to a platform to promote financial wellbeing to gym reimbursement to standing desks to a partnership with One Medical…we’ve got you covered
• Learning & Development – Through continued education/mentorship on the job and our investment in LinkedIn Learning, we’re focused on your growth as a working professional
• Credit and Discount – Each quarter, employees will earn a $100 credit in their Shapeways account – that’s $400 a year! This balance may be used in conjunction with the 20% employee discount toward purchasing items from our marketplace 

Customer Care Representative- Processing ( Work From Home)

locations

Work From Home, USA

time type

Full time

job requisition id

R20048671

Job Family

Customer Service

Who We Are

Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.

What We Do

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).

Job Description Summary

As the point of contact and “voice of the company” for Transamerica customers, this role is responsible for providing accurate and complete information to callers regarding retirement, life, and annuity investment products. Work as part of a team that is empowered to go above and beyond to deliver an outstanding customer experience.

Job Description

Responsibilities

• Use exceptional customer service and interpersonal skills to answer calls regarding retirement, life, and annuity investment products.
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members as needed.
• Locate/research information using multiple systems/technologies.
• Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
• Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
• Learn and maintain a basic understanding of products, procedures, and systems
• Achieve department metrics and expectations
• Participate in a team based environment to achieve department goals

Qualifications

• Associate’s degree in a business field or equivalent experience
• One year of call center or customer service experience, or financial services industry experience
• Ability to communicate with customers in a professional manner, orally and in writing
• Ability to work independently and as part of a team
• Proficiency using MS Office tools

Preferred Qualifications

• Understanding of retirement, life, and annuity investment products

Working Conditions

• Office/call center environment
• May work varied shifts.

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

Compensation:

The hourly for this position generally ranges between $15.50 – $18.26 an hour. This range is an estimate, based on potential qualifications and operational needs. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations.

Bonus Eligibility:

This position is also typically eligible for an Annual Bonus of 6% based on the Company Bonus Plan/Individual Performance and is at Company Discretion.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package

• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Stock Purchase Plan
• Employee Discounts
• Career Training & Development Opportunities

Health and Work/Life Balance Benefits

• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs
• Peer Recognition Program (BRAVO)

Inclusion & Diversity

Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.

In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.

Giving Back

Transamerica believes our responsibilities extend beyond our corporate walls. That’s why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.

https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity. 

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.