Our client, an innovative and well established tele-health company in Boston, MA, is looking for an entry level Customer Success Associate to join their busy team! As Customer Success Associate, you will play a key role in the day to day operations of the Online Care Group, which includes 24/7/365 physician support, escalation resolution, and real-time monitoring of volume utilizing workforce management tools. Ideally, we are looking for employees who have a flexible schedule and can work some evening/weekend hours.
This is a temp to hire position for the right candidate, and is a 40hr/week position with potential for OT. This role is moving quickly and we are looking for candidates who can start ASAP. Please reply with your resumes and we'll get in touch.
Due to COVID-19, this role will start remotely but eventually, employees will need the capability to work onsite in the Boston Office.
Acts as the main point of contact for all provider-related support questions and issues.
Manages a running queue of support escalations in conjunction with other team members, escalates to respective team as needed.
Monitors real-time call traffic to ensure service levels are met.
Uses critical thinking skills to prioritize and problem solve escalations.
Monitors and supports the company’s production systems and applications.
Assists in monitoring intra-day staffing levels and provider availability utilizing workforce management tools.
Upholds tracking of all support escalations utilizing Salesforce tools.
Associate Degree or Bachelor Degree preferred
Robust interpersonal and communications ability, including strong writing skills
Adaptability in a fast-paced start up environment
Fast learner, ready to jump right in with little direction
Ability to effectively communicate via phone, video-conference, and written communication such as live agent chat and email
Keen attention to detail and the ability to multi-task
Proficient in all basic computer functions and programs, including Microsoft Office Suite
Strong customer service orientation and the ability to interact with diverse groups
A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment
Hours: 40hrs/week (12pm-10pm 4 days/week - including weekends)