Customer Engagement Specialist

| Chicago
About Outcome Health
We Are:
A healthcare innovation company
Our Strategy:
Reinventing in the point of care
Our Purpose: 
Facilitating a better personal Outcome
Whether it’s supporting the diagnosis of a family member or as patients ourselves, we all have
connections to healthcare. That’s why all of us at Outcome Health are committed to transforming the point of care experience, both for our loved ones and for ourselves.
We are looking for people to bring their diverse talent, perspectives and career experiences to help us create the future in point of care.
Join our expanding team and be part of creating #ABetterOutcome.
Summary / Objective:
The primary responsibility of the Customer Engagement Specialist is communicating directly with customers who are dissatisfied with Outcome Health and/or our products. This typically involves customers who wish to cancel our service for a variety of reasons. The Customer Engagement Specialist will make every reasonable attempt to save and/or improve customer relationships. In this aspect of the role, the Customer Engagement Specialist will ask a series of questions related to the initial complaint, taking notes and asking follow-up questions to gain a complete picture of the issue(s) at hand. This allows the Customer Engagement Specialist to begin devising solutions to support customer engagement and retention. This information will then be summarized and used to make suggestions to upper management on ways to improve our service and products. Some of these solutions will include producing training videos and documents on how our customers can better utilize our products.
Responsibilities:
  • Own and resolve customer deinstall requests in your queue while meeting your monthly goals 
  • Effectively prioritize and execute on multiple competing priorities and adjusting to the needs of the business
  • Make the required number of outbound calls/outreach to customer offices
  • Record completed work in Salesforce after all customer interactions
  • Escalate work in Salesforce to other departments when applicable
  • Utilize mobile device management systems to diagnose device issues
  • De-escalate customer complaints
  • Identify issues causing customer dissatisfaction
  • Gather data and report on common themes causing customer dissatisfaction
  • Support the development of customer training programs and materials

Qualifications and Experience:
  • At least 3 years of customer service experience is required for this role
  • Experience creating and delivering training
  • Proficient in G Suite software including Gmail, Google Calendar, Google Slides, and Google Sheets
  • Proficient in Salesforce CRM
  • Proficient in using intranet/ internet

Outcome Health provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages

Location

330 N. Wabash, Chicago, IL 60611

What are Outcome Health Perks + Benefits

Outcome Health Benefits Overview

Our comprehensive benefits program exists to support every part of our lives, so we can bring our whole selves to work.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Stocked Kitchen
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