Customer Support Representative
connectRN - Waltham, MA
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connectRN is the leading nurse-centric platform that is reinventing the way nurses and other healthcare professionals are finding work. By leveraging technology, connectRN connects the nursing community to flexible work opportunities and each other to build a supportive and thriving network. The platform offers career development resources and flexible shift offerings for nurses, while alleviating staffing shortages at healthcare facilities. connectRN is headquartered in Waltham, Massachusetts and serves clinicians across the U.S. To learn more about connectRN, please visit .We are looking for an empathetic communicator to respond to inquiries from our nurses and facilities. The Customer Support Representative will interact with our customers by phone, chat, incoming cases, and email to ensure the highest quality experience when connecting with us. This position is a full-time on-site opportunity based in Waltham, MA. Please note: This is a non-exempt role that will require 40/hrs per week and qualifies for our standard benefits package.The hours for this role are set at: Monday - Friday from 6:00 am-3 pm and 12:00 pm - 9:00 pm Eastern Standard Time, with 2 - 15 min breaks and one 30-minute break for lunch.You will...Work in a fast-paced call center environment providing exceptional customer service while acting as the face of connectRN to facilities and nurses Answer and resolve a high volume of inquiries predominantly over the phoneMaintain detail-oriented records of all calls and cases Serve as a point of escalation and advanced supportDe-escalate critical client situations that ariseComplete all case documentation in Salesforce in an accurate and timely fashionParticipate in team and company meetings on a weekly basisYou have ...3-5 years of experience in a high volume Customer Service or Technical Support positionAbility to manage inbound calls at the rate of 8+ calls per hourAbility to close a combination of phone, chat, web and email cases at the rate of 900- 1000 cases per monthWillingness to go above and beyond to solve issuesCommitment to excellent customer serviceStrong interpersonal relations and communication skills (both written & verbal)High attention to detail and organizationStrong computer skills, experience using GSuite, Excel, Word, and Internet based systems (Salesforce experience preferred)Ability to work some holidays (paid 1.5x)You'll get...100% employer-paid premiums for your (and your family's) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insuranceHealth Savings Account with contributions from connectRN of up to $2,000 annuallyUp to 3 weeks accrued PTO401k with matchPlease note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time. connectRN is an equal opportunity employer. As Connectors, we embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.
Created: 2024-07-07