Role(s) Overview:

The customer success rep (CSR) will respond to member and partner questions via phone, e-mail and text.  They will review, log and resolve or escalate member/partner application questions and technical issues with a 3-month goal of reaching 85% first contact resolution.

They will also work with the technical, sales and leadership teams to update, create and facilitate improvements to the customer service (member & partner) resources and workflows, in order to increase first contact resolution and to decrease the ratio of inbound issues and requests.

Note that there are two (2) open roles with similar responsibilities and experience/skills.

1. Member facing – though will support partners as needed
2. Partner facing – though will support members as needed

Accountabilities:

• Increase first contact resolution
• Decrease ratio of issues:members
• Heighten user satisfaction
• Increased usage of the application and its features/benefits

Essential Functions

• Analyzes, troubleshoots, escalates and provides workarounds (when needed) and resolves incidents and service requests with a goal of
  • Month 1: 50% First Contact (no escalation) Resolution
  • Month 3: 80% First Contact (no escalation) Resolution
• Logs all help desk calls or email requests into the current IT Service Management System and updates incident and/or problem information
• Provides excellent customer service by setting and meeting customer expectations
• Has ownership of the CS request from acknowledgement to closure
• Contributes to the overall issues/resolution knowledge-base, including resources updating and workflow improvements.
• Act as a liaison between escalation teams
• Documents revisions and workarounds to the current process docs; Researched best practices from other organizations we can implement
• Collaborative assistance on onboarding new CS reps

Must Haves

• 1.5 years customer service / help desk experience with a technical company
• Sense of urgency
• Attention to detail with emphasis on accuracy and quality
• Excellent verbal and written communication skills (phone and email); ability to communicate to a wide variety of audiences
• Problem solving skills (including triaging incidents, problems, tasks and projects)
• Ability to work as a member of a team or independently
• Enjoys helping people; can remains unphased/pleasant & caring when others are frustrated or time-pressed
• Meets our core values
• Ability to prioritize work to balance multiple tasks and deadlines
• Proficient in Word, Excel, PowerPoint, and Outlook
• Familiarity with a CS tool, ZenDesk preferred

Nice to Haves

• Proven experience with a loyalty/application app and/or start-up
• Experience in the healthcare/health insurance field
• Previous experience with an insurance loyalty app (personal usage ok)
• Ability to create and edit help desk style (“how to”) videos
• Speaks Spanish
• ZenDesk experience and proficiency
• Managed a CS function at a prior role