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SalaryReporting to VP Support Services, the Program and Customer Support Specialist will be responsible for coordinating the daily administration of our health programs and for providing product and service information and support. You must be highly organised, process-driven and detail orientated, have exceptional verbal and written communication skills and the ability to handle sensitive information confidentially. Ultimately, you will be a public facing representative that works to establish our reputation as an organisation that provides superior customer end-to-end support.
Responsibilities include:
- Answer and direct phone calls.
- Monitor Customer Service email inboxes.
- Respond to customer enquiries and/or problems.
- Customer onboarding and ongoing technical support.
- Establish, develop and maintain positive customer relationships.
- Create, update and maintain customer profiles across multiple platforms.
- Schedule and confirm customer appointments, reschedule ‘no shows’ and cancellations via phone and manage customer waitlist.
- Track customer progress through the health program, including discharge, billing and collection of program feedback via electronic survey.
- Collate aggregate data (qualitative and quantitative) on a quarterly basis and produce PowerPoint presentations summarising results.
The Program and Customer Support Specialist will have a minimum of 3 years’ previous experience working in the same (or a similar) role with organisations across a broad range of industries. Experience working as a medical/clinical administrative assistant would be advantageous. You have a passion for efficiency, an appetite for learning and a commitment to teamwork. At the very least we need self-starter who is able to quickly gain the competence required to work with any new system or process.
The Program and Customer Support Specialist will possess the following experience and attributes:
- Bachelor's degree in Business Administration or a relevant field would be an advantage.
- A proven track record working with customers via telephone, email and chats.
- Strong phone contact handling skills and active listening.
- Selling, negotiation and relationship management skills.
- Knowledge of office management systems, equipment and procedures.
- Excellent verbal and written communication, with superior problem solving and conflict resolution skills.
- Exceptional organisational skills, including meticulous attention to detail and the ability remain calm, work well under pressure and prioritise tasks.
- Experience using clinic/patient management software.
- Data entry and database management experience.
- Experience working with support tools, help desk software and CRM software like Hubspot and Salesforce.
- Strong proficiency in MS Office – particularly Microsoft Excel (as data entry is a key facet of the role) and Microsoft PowerPoint (as aggregate data must be presented to our program partners on a quarterly basis).
- Strong technical skills and a solid understanding of IT.
- Experience working with customer survey tools and an understanding of how to extract actionable insights that help improve our products or services for our customers.
