Support Representative, Evening/Night Shift
Job Description:
- Provide customer and patient support for inbound and outbound communications with Zeel users and network providers
- Engage with customers, patients, and providers via text, live chat, email, and phone
- Handle escalations with frustrated customers and providers
- Fulfill and schedule bookings with requested providers in the Zeel network
- Escalate top-priority, critical issues to the appropriate team
- Improve documentation to help Zeel users help themselves
- Collaborate with other departments and fellow associates on projects as necessary
Requirements:
- 3-4 years of experience in a customer service role
- Exceptional verbal & written communication skills in English
- Experience using a ticketing system, such as Zendesk or Kustomer
- Empathy with customers and an ability to quickly size up situations and potential issues
- Ability to use empathy to de-escalate difficult situations
- Obsession with customer happiness; CSAT and NPS are measured
- Roll-up-your-sleeves mentality suited to a fast-paced startup environment
- Ability to work evening, weekend, and holiday hours
- Must be physically located within the United States
Benefits:
- Flexible vacation time
- Medical, dental & vision benefits
- 401K (with company match)
- Fully remote/WFH, equipment provided
- Complimentary/discounted massages