Customer Support Representative (Per diem)

As a Customer Support Representative at connectRN, you'll engage with customers primarily through phone, chat, and email to address their inquiries and provide solutions. Key responsibilities include managing a high volume of calls, maintaining detailed case records in Salesforce, resolving issues efficiently, and escalating situations that need extra support. Your role is crucial in enhancing the customer experience, making sure our nurses and facilities feel valued and supported throughout their connection with us.

To qualify for the Customer Support Representative role at connectRN, candidates should have 3-5 years of experience in a high-volume customer service or technical support role. Essential skills include strong interpersonal and communication abilities, attention to detail, and proficiency with tools like GSuite and Salesforce. A willingness to work some holidays is also expected to ensure our team is available for our customers when they need us most.

connectRN is committed to creating an enriching environment for its Customer Support Representatives. You'll benefit from ongoing training sessions, opportunities to participate in team meetings, and ample resources for professional development. Additionally, being part of a mission-focused company means that your contributions directly impact the healthcare landscape, fostering a sense of purpose and teamwork in everything we do.

The work environment for the Customer Support Representative at connectRN is fast-paced and dynamic, designed for high efficiency and productivity. You’ll interact closely with team members and have regular opportunities to collaborate, share ideas, and troubleshoot challenges together. The atmosphere is supportive, emphasizing teamwork and ensuring everyone has the tools and encouragement needed to succeed in their roles.

ConnectRN stands out as an employer due to its commitment to its team and its mission to support healthcare professionals. Offering competitive pay, flexible work opportunities, and a focus on personal and professional growth, connectRN fosters an inclusive and empowering environment. This role is a chance to connect with a meaningful cause while making a significant impact in healthcare—making it an exceptional opportunity for anyone in customer support.

When answering this question, provide specific examples from previous positions, highlighting how you managed stress and prioritized tasks. Focus on your techniques for ensuring quality service even during busy periods, such as using scripts, keeping a calm demeanor, and quickly assessing customer needs.

Share the steps you take to de-escalate issues, such as actively listening to the customer's concerns, validating their feelings, and providing a clear solution that meets their needs. Discuss the importance of remaining calm and empathetic while aiming for a happy resolution.

Discuss your experience with relevant software such as Salesforce, GSuite, and any other customer support tools. Provide details about how you've effectively used these tools to track inquiries, log calls, or manage customer data in your previous roles.

Explain your process for verifying information before communicating with customers, such as referring to internal resources, consulting with team members, and taking notes during conversations for clarity. Mention how accuracy builds trust and improves the overall customer experience.

Describe your strategies for prioritizing tasks effectively. You can discuss techniques such as identifying urgent customer queries, managing your time efficiently, and using a checklist to ensure that all responsibilities are addressed while maintaining quality service.

Provide a detailed account of a situation where you exceeded customer expectations. Highlight what motivated you to take additional steps and the positive outcome it created for both the customer and your company. This will demonstrate your commitment to customer service.

Discuss your perspective on feedback and share how you view it as an opportunity for growth. Provide an example of how you acted on constructive criticism in a past role to improve your performance while also sharing a time when positive feedback affirmed your approach to customer service.

Demonstrate your knowledge about connectRN by discussing its mission to support nurses and healthcare professionals. You can mention its focus on innovation and teamwork, highlighting how this aligns with your values and how you'd contribute positively to the company culture.

Share your passion for helping others and how you find fulfillment in solving problems for customers. Connect your motivation to the nursing community's needs, emphasizing how your dedication to service aligns with connectRN’s mission.

Share your enthusiasm for the role by connecting your skills and experience to what connectRN is looking for. Mention specific responsibilities or the company's mission that resonates with you, illustrating how you hope to contribute to the team.