Customer Success Specialist
2 days ago
SonderMind is a leading provider of accessible, personalized mental healthcare. Our innovative approach to care starts with using technology to connect patients with the right, in-network therapist for their needs. Our clinicians are committed to delivering high-quality clinical outcomes, and we provide them with the tools they need to thrive, including clinical note-taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking.
The RoleWe are seeking a Customer Success Specialist to join our team. This role will be responsible for building rapport with our clients and providers to provide a world-class customer experience. This includes researching billing and claims, answering general questions, setting expectations related to the SonderMind experience, and providing basic technical support for our platform.
Key Responsibilities- Manage high volumes of client and provider questions and requisitions in a mix of emails, forms, and 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.
- Keep records of customer interactions, transactions, comments, and complaints.
- Communicate and coordinate 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.
- A competitive salary of $21.64 per hour.
- A generous PTO policy with accruals starting after your first month of starting.
- Free therapy coverage benefits to ensure our employees have access to the care they need.
- Competitive Medical, Dental, and Vision coverage with plans to meet every need.
- Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events.
- Eight weeks of paid Parental Leave.
- 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary.
- Travel to Denver 1x a year for annual Shift gathering.
- Fourteen (14) company holidays.
- Company Shutdown between Christmas and New Years.
- Supplemental life insurance, pet insurance coverage, commuter benefits, and more.
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