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Customer Support Specialist

2 months ago

Irving, Texas, United States Hazel Health, Inc. Full time
About Hazel Health, Inc.

Hazel Health, Inc. is a healthcare technology company dedicated to improving the health and well-being of children by providing innovative telehealth solutions. Our mission is to make healthcare accessible and equitable for all students, parents, educators, and communities.

Job Summary

We are seeking a highly skilled and empathetic Customer Support Specialist to join our Hazel Support team. As a key member of our team, you will be responsible for ensuring our students receive the best possible care by providing support to our schools, families, and internal teams.

Key Responsibilities:
  • Provide exceptional customer service to parents, guardians, schools, and other stakeholders through inbound and outbound phone calls, emails, and other communication channels.
  • Resolve customer concerns and issues related to Hazel visits, account creation, and technical issues.
  • Complete time-sensitive data entry tasks to ensure successful Hazel visits.
  • Support various Hazel teams by responding to internal questions and requests, such as resolving issues with parental consent, managing support tickets, and researching district/school information and community resources.
  • Build a customer experience that promotes Hazel as a supportive and engaging company.
  • Ensure Hazel provides quality and consistent service, including cultural, economic, FERPA, and district health understanding.
Requirements:
  • Customer service mindset, including responsiveness, patience, accuracy, compassion, and resourcefulness.
  • Ability to exercise empathy, understanding of the school environment and children/personnel in that environment, tact, courtesy, kindness, and diplomacy when dealing with individuals.
  • Excellent interpersonal skills; ability to communicate effectively verbally and in writing to a variety of audiences.
  • Ability to stay calm in a fast-paced environment and take swift action to ensure customer satisfaction.
  • Computer skills and an ability to learn and understand general technical requirements for the telemedicine system.
Preferred Qualifications:
  • Passion for our mission.
  • High school diploma or equivalent.
  • 1+ year experience in a call center/customer service role, preferably in a clinical setting, with the ability to handle support tasks while resolving customer questions.
  • Ability to maintain confidentiality and exercise discretion.
  • Highly organized, attentive to detail, and effective with multi-tasking.
  • Ability to work collaboratively and cooperatively in a team environment.
  • Health-tech/Ed-tech experience strongly preferred.
  • Prior experience in a fast-paced startup environment strongly preferred.