Customer Care Representative

3 weeks ago

Bloomington, United States CaringBridge Full time

CaringBridge is a no-cost, nonprofit health platform that surrounds family caregivers with support while they care for a loved one on a health journey. We offer tools to share and document a health journey, simplify care coordination, and connect caregivers with a supportive community. Founded in 1997, our vision at CaringBridge is a world where no one goes through a health journey alone.


Based in Minnesota, we are proud of our global reach and nonprofit status with nearly 90% of our funding coming from the people who have experienced the power of CaringBridge firsthand. With over half a million CaringBridge websites created since our inception, our platform has seamlessly integrated into the lives of users, becoming an essential companion during challenging times. As a testament to our effectiveness, a new CaringBridge site is started every twelve minutes, providing a lifeline of communication and solidarity for those navigating health events. Join us in our commitment to fostering connection, spreading hope, and making a meaningful impact in the lives of family caregivers and their loved ones.


Primary Objective of Position

Responsible for providing professional, friendly, efficient, and exceptional customer care to CaringBridge authors and visitors. This role is responsible for approaching customers with our core values and customer-first approach while being responsive and efficient.


Duties and Responsibilities

-Responds to live customer care needs by phone, email or live chat in within established guidelines.

-Supports the help center functionality and processes. Provides insight and recommendations for enhancements based on customer feedback.

-Escalates or redirects issues to appropriate resource when necessary.

-Tracks issues and requests; documents resolutions and produces appropriate reports.

-Represents the voice of the customers to the organization as it pertains to insight or feedback that affects the services of CaringBridge.

-Performs responsibilities or tasks related to specific focuses that may include; donations, refunds, website feedback, brochure requests and more.

-Stays current with CaringBridge website information, changes and updates.

-Keeps Manager/Supervisor informed of important developments, potential problems, and related information necessary for effective management. Coordinates/communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.

-Performs related work as apparent or assigned.


Qualifications/Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Associate’s degree or equivalent.

1-2 years of experience of customer service or similar responsibilities.

Experience handling chats, calls and calls.

Knowledge of Microsoft Office required, and Salesforce.com or similar CRM preferred.

Self-starter with a record of success.

Collaboration and teambuilding skills.

Strong communication skills, written and verbal.

Ability to successfully manage numerous contacts and cases at a time.

Ability to read and interpret documents and procedural manuals.

Ability to present information and respond to questions from coworkers, users, and volunteers.

Strong collaboration and teambuilding skills.

Bilingual in Spanish a plus.


CaringBridge Values

Make Connections-Be a place of belonging where people feel welcomed, supported, and not alone.

Give Hope-Honor the individual journey to encourage and uplift the people we serve and one another.

Keep It Simple-Be purposeful and clear to solve the burden of being overwhelmed.

Offer Guidance-Lead the way to create lasting impact.


Location

This position is remote, with some training in office in Bloomington, MN, and required quarterly in-office meetings at our Bloomington, MN location.


Apply

Through your LinkedIn profile and attach you resume.


Salary Range

This position is non-exempt. The hourly rate range for this role is $19.00 to $23.00 per hour. Base pay offer decisions include consideration of related education, experience, advanced certifications and pay markets.


Notice: Applicants must have the legal authorization to work for any employer in the United States. We are currently unable to sponsor or assume sponsorship of employment visas. Additionally, please note that this position requires quarterly required in-office work at our Bloomington, MN location.


CaringBridge

3600 American Boulevard, Suite 405

Bloomington, MN 55431

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