Customer Success Specialist
| Company | SonderMind |
|---|---|
| Location | Remote in USA, Denver, CO, USA |
| Salary | $21.64 – $21.64 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Experience with billing support or customer service
- Experience handling both inbound and outbound calls in a metric-driven environment
- Proven ability to navigate multiple platforms when working with a caller
- Excellent communication skills both written and verbal
- Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST
Responsibilities
- Manage high volume of client and provider questions and requisitions in a mix of emails, forms and inbound/outbound calls.
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Provide accurate, valid, and complete information by using the right method/tools
- Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; and follow up to ensure completion
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with other departments and colleagues
- Maintain a QA average of 85% or higher and a case activity average of 7 cases per hour
- While rare, may encounter distressed clients and connect them with proper resources
Preferred Qualifications
- Previous call center or billing experience working with insurance and claim processing
- Experience with a ticketing system/sales or CRM systems
- Experience with basic troubleshooting and technical support