Support Representative – Inbound and Outbound Support

This is a fully remote position, open to applicants in Utah.

📋 Description

• Deliver outstanding customer and patient support through both inbound and outbound communications with Zeel users and providers.

• Interact with customers, patients, and providers via phone, text, live chat, and email.

• Manage escalations from dissatisfied customers and providers.

• Coordinate and schedule appointments with requested providers within the Zeel network.

• Refer high-priority, critical issues to the designated team.

• Enhance documentation to empower Zeel users to assist themselves.

• Work collaboratively with other departments and team members on various projects as required.

⛳️ Requirements

• 3-4 years of experience in a customer service position.

• Outstanding verbal and written communication abilities in English.

• Familiarity with a ticketing system, such as Zendesk or Kustomer.

• Ability to empathize with customers and quickly assess situations and potential challenges.

• Proficient in using empathy to de-escalate challenging situations.

• Strong commitment to customer satisfaction, evaluated through CSAT and NPS metrics.

• A hands-on mentality appropriate for a dynamic startup environment.

• Must reside within the United States.

• Availability for weekend and holiday shifts may be required.

🏝️ Benefits

• Unlimited Paid Time Off (PTO).

• Comprehensive medical, dental, and vision coverage.

• 401K plan with company matching.

• Fully remote work-from-home opportunity.

• Complimentary and discounted massage services.