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Customer Care Coordinator

July 12, 2017

Position Summary

Ebb Therapeutics has an immediate need for a full time Customer Care Coordinator that is interested in joining an organization at the ground floor as it prepares to move into its new headquarters facility at 3 Crossings in the Strip District.

The Customer Care Coordinator will respond to inbound customer inquiries via telephone calls, email, and fax correspondence. They will provide information on our products and handle order management activities. The Coordinator is confident at troubleshooting and will investigate if they do not have enough information to resolve customer complaints. Their goal is to provide excellent service and to demonstrate our commitment to customer success by ensuring superior results.

The Customer Care Coordinator role is a critical component of the Ebb Customer Success approach. They work in partnership with the product development, QA/RA, sales and marketing teams to ensure the customer experience is positive, professional, and that all customer needs are met.

Candidate must be a strong team player, agile learner, and self-motivated.  They must deliver the essential job responsibilities, but also have the drive and talent to grow the role and grow with the company.  This role requires strong organizational and communication skills.  The candidate must also be confident and resourceful when faced with challenges related to a start-up company, and must be comfortable working in a fast-paced, entrepreneurial environment that is goal-oriented and emphasizes accountability for delivering results.

Essential Duties and Responsibilities

  • Must have exceptional customer service and telephone skills; must maintain a high energy level and positive attitude when communicating with customers, prospects, and co-workers.
  • Perform common call center/customer service transactions, interactions, and activities; ensure compliance with standard regulations and processes; provide outstanding support and service to internal and external customers.
  • Facilitate the resolution of customer issues by following the escalation process; ability to handle difficult customer interactions.
  • Initiate and receive calls from new patients and customers who have been recently on-boarded.
  • Work with the customer success team to survey customers and provide data for newly on-boarded customers; work with management on customer success initiatives.
  • Assist in the development and execution of all programs, projects, and processes related to the customer success team.
  • Obtain data by proactively calling, emailing, and direct mailing new customers.
  • Obtain, prepare, and report customer satisfaction statistics and information to leadership team.
  • Prepare/author required process and policy documentation; prepare, review, and verify documentation for accuracy. 
  • Continually learn and develop a working knowledge of all company processes and procedures; understand and support the department policies and procedures; adhere to security, compliance, and HIPAA policy and procedures
  • Meet and/or exceed minimum productivity goals as agreed to with management.

    Competencies

    • Foster Teamwork
    • Ethical Conduct
    • Detail Orientation
    • Initiative
    • Time Management
    • Communication Proficiency
    • Active Listener
    • Organization Skills
    • Project Management
    • Problem Solving
    • Personal Effectiveness
    • Decision Making

    Software Skills

    • Microsoft Office (Outlook, Word, PowerPoint, Excel, Access)
    • Customer Relationship Management (CRM)
    • Call Center Management Applications
    • Web and Social Media Platforms
    • Survey Tools
    • Enterprise Systems

    Work Environment

    This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

    Physical Demands

    This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

    Position Type and Expected Hours of Work

    This is a full-time position, and typical work hours are Monday through Friday 8:30 a.m. to 5 p.m. The employee must work 37.5 hours each week to maintain full-time status.

    Travel

    Minimal travel is expected for this position.

    Required Education and Experience

    • Bachelor’s degree or equivalent preferred.
    • At least two years of previous call center and/or customer service environment preferred.
    • Knowledge of Health Information Privacy/HIPAA preferred.

    AAP/EEO Statement

    Ebb Therapeutics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with a disability, or any other protected class status.

    Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Compensation and Benefits

    A comprehensive compensation package will include a competitive base salary and bonus, medical benefits, and 401(k) with company contribution.