Customer Support Representative

As a Customer Support Representative at connectRN, you'll be responsible for providing exceptional customer service to our nurses and healthcare facilities. This includes answering inquiries via phone, chat, and email, resolving a high volume of cases, maintaining detailed records in Salesforce, and serving as a point of escalation for complex issues. Your role is crucial for ensuring a positive experience for the users of our nursing-centric platform.

To qualify for the Customer Support Representative position at connectRN, candidates should have 3-5 years of experience in a high-volume customer service or technical support role. You should possess excellent interpersonal and communication skills, a keen eye for detail, and strong computer abilities, especially with tools like Salesforce, GSuite, Excel, and Word. A commitment to outstanding customer service is essential!

Yes! The Customer Support Representative position at connectRN is a full-time overnight role based in Cincinnati, OH. You’ll be a vital part of our customer support team, handling inquiries primarily during evening and late-night hours. Flexibility in scheduling is important, as you may also need to work some holidays.

connectRN offers a comprehensive benefits package to our Customer Support Representatives, including 100% employer-paid health, dental, and vision insurance premiums for you and your family. Additionally, you’ll benefit from a Health Savings Account with employer contributions, up to 3 weeks of accrued paid time off (PTO), and a 401k plan with company matching. We believe in supporting our staff for their dedication and hard work!

To excel as a Customer Support Representative at connectRN, focus on enhancing your problem-solving skills and demonstrating empathy when dealing with inquiries from nurses and facilities. Aim to maintain an organized workflow to manage a high volume of calls and cases effectively. Additionally, familiarizing yourself with our platform and systems, like Salesforce, will help you provide a more informed and efficient support experience.

When faced with difficult customers, I remain calm and empathetic. I listen actively to their concerns, validate their feelings, and assure them I'm there to help. My goal is to de-escalate the situation by offering solutions and providing a clear path to resolution, ultimately ensuring customer satisfaction.

In my previous roles, I've handled multiple inquiries simultaneously by prioritizing tasks and remaining organized. I utilize tools like Salesforce to keep track of cases while ensuring that each interaction receives the attention it deserves. Efficiency coupled with effective communication has always been my approach to managing multiple inquiries.

Exceptional customer service is about understanding and addressing the unique needs of each customer. It involves clear communication, empathy, and the ability to resolve issues quickly. At connectRN, this means creating positive experiences for our nurses and facilities by being responsive and reliable.

I have hands-on experience with Salesforce, using it to document interactions, track cases, and analyze customer data. I believe these tools are critical in ensuring organized and efficient customer service, and I'm comfortable learning new systems as needed.

Once, a customer was struggling with a specific issue after hours. I not only stayed late to assist them but also followed up the next day to ensure their issue was resolved. This experience taught me the importance of going the extra mile to foster strong relationships and trust.

I rely on a combination of digital tools to stay organized, including task lists and calendar reminders. I prioritize inquiries based on urgency and complexity, ensuring that all customers receive prompt and efficient service. Regularly assessing my workload helps me maintain an organized approach.

I admire connectRN's commitment to supporting healthcare professionals and the innovative approach you bring to the industry. I want to be part of a team that genuinely cares about making a difference in the lives of nurses and by extension, the patients they serve.

I prioritize continuous learning by participating in training sessions and actively reviewing provided materials about our product updates. Keeping an open line of communication with my team also helps us stay informed and share essential updates seamlessly.

Teamwork is essential in customer support. It ensures that we can share knowledge, solve problems collaboratively, and provide consistent support to customers. Working together helps us maintain high service standards and promotes a supportive environment for both staff and customers.

In high-stress situations, I maintain a calm demeanor and focus on the tasks at hand. Taking deep breaths and staying organized allows me to think clearly. Additionally, I prioritize excellent customer service, ensuring I align solutions with customer needs while managing the stress effectively.