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Customer Success Specialist - Alternative Work Week/West Coast (REMOTE - USA)

Company: 1health
Location: Las Vegas
Posted on: January 16, 2022

Job Description:

This position will require weekends with two days off during the week. This position will also have hours on the West Coast, PST (Pacific Standard Time).

Job Summary

The Customer Success Specialist will provide operational multi-level account execution for 1health customers to maximize the company's value creation and profitability opportunities. The Customer Success Specialist will have a strong customer-focus, attention to detail, and the ability to collaborate cross-functionally internally and externally. They will address incoming customer emails and phone calls for existing and future orders, provide direction for product usage, handle technical support inquiries and escalations for account management.

Job Duties

  • Case Management - Maintain a high level of urgency for customer accounts within standard operating procedures (SOP's). Support daily account operations in support of the overall strategy and customer expectations. Address customer emails professionally and thoroughly, responding in a timely manner in accordance with SLAs via Salesforce, Zendesk, AskJade, G-Suite, Stripe, Dialpad, Slack, and other platforms regarding issues such as orders, cancellations and registration. Escalate any critical customer issues from accounts to the appropriate department. Establish workflow for the Customer Service Case Queue, prioritizing
  • Communications - Proactively communicate and manage time-sensitive daily requests and problems. Work collectively with team members to ensure all tasks are covered and addressed.
  • Continuous Improvement - Analyze customer orders to identify trends and find synergies to address concerns, drive efficiencies and improve department response times. Understand company portfolio with regards to customer priorities, needs and potential solutions. Utilize resources to maintain and enhance key customer relationships, recommending new solutions and services through the evaluation of changing market conditions and customer needs.

    Job Specifications

    Education and Experience
    • High school diploma or equivalent is required. A bachelor's degree in technology, business, or related field is desired.
    • 2 years of Customer Service experience is required.
    • Proficiency with Google Suite, along with a strong technical aptitude is required.
    • 1 year of Salesforce experience is desired.
    • 1 year of startup experience is desired.
    • Healthcare/DNA industry experience and HIPAA Laws is desired.

      Knowledge and Skills
      • The ability to manage multiple projects/issues simultaneously is required.
      • Strong analytical and problem-solving skills are required.
      • Creative, analytical and strategic approach to problem-solving and potential issues required.
      • Customer service/relationship management focus is required.
      • Exceptional time management and organizational skills required.
      • Excels in a team-based environment required.
      • Strong written and verbal communication skills required.
      • Strong organizational and analytical skills, disciplined, multitasking and attention to detail required.
      • Knowledge of Slack and Google Workspace is highly desired.
      • Ability to perform well in a fast-paced, cross-functional, dynamic, and ambiguous startup environment required.
      • A motivated team-player with excellent follow through and a desire to win.

        Physical Demands

        This job operated in a professional remote office environment. This job uses standard office equipment, such as computers and phones. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office productivity machinery. The employee frequently communicates with internal and/or external customers and co-workers. Must be able to exchange accurate information. Must be able to recognize objects from short and long distances. Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

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Keywords: 1health, Las Vegas , Customer Success Specialist - Alternative Work Week/West Coast (REMOTE - USA), Other , Las Vegas, Nevada

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