Customer Experience Representative

5 days ago

Chicago, Illinois, United States NOCD Inc. Full time
About NOCD Inc.

We are a leading telehealth provider dedicated to delivering exceptional care to individuals with obsessive-compulsive disorder (OCD). Our mission is to create access to online therapy and provide a supportive environment for our members to overcome OCD.

Job Summary

We are seeking a highly skilled and compassionate Customer Experience Representative to join our team. As a key member of our support team, you will be responsible for ensuring a superb customer experience by addressing inquiries, resolving issues, and providing assistance in a professional and friendly manner.

Key Responsibilities
  • Respond to Member Inquiries: Respond to member inquiries via various channels, including phone, email, and chat, in a prompt and professional manner.
  • Provide Education and Support: Educate members on NOCD services and treatments, and provide accurate information about our products, pricing, policies, and promotions.
  • Troubleshoot and Resolve Issues: Troubleshoot and resolve customer issues and concerns efficiently while maintaining a positive attitude.
  • Assist with Scheduling and Transfers: Assist members in rescheduling services and transferring therapists.
  • Provide Technical Support: Provide assistance to members with technology questions.
  • Document Interactions: Document essential member demographic, referral information, insurance, and contact information.
  • Collaborate with Teams: Collaborate with other departments to ensure timely resolution of complex customer problems.
  • Maintain Confidentiality: Maintain confidentiality and security, following HIPAA guidelines.
Requirements
  • Education: Bachelor's degree recommended.
  • Customer Service Experience: Proven customer service experience.
  • Communication Skills: Excellent communication skills, both written and verbal.
  • Problem-Solving Skills: Strong problem-solving and decision-making abilities.
  • Empathy and Compassion: Empathy and a genuine desire to help customers.
  • Stress Management: Ability to handle high-stress situations with professionalism and patience.
  • Technology Skills: Proficiency in using customer service software and CRM systems.
  • Flexibility: Flexibility to work in shifts, including evenings, weekends, and holidays, if required.
  • Positive Attitude: A positive attitude and a commitment to delivering exceptional customer experiences.
Benefits
  • Health Insurance: Health insurance, including dental and vision.
  • Life Insurance: Life insurance.
  • 401(k): 401(k) plan.
  • Paid Time Off: Paid time off - 4 weeks.
  • Parental Leave: Parental leave.
About NOCD Inc.

We are an equal opportunity employer and are committed to providing a diverse and inclusive work environment. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

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