Customer Experience Agent, Support

About the role:

K Health's Customer Experience team is growing and we are looking for someone who has a vast skill-set but a dedicated passion for excellence. We are hiring in Central, Mountain and Pacific Time zones.

You're expected to become an expert on our product, eliminate any hurdles for users, and ultimately build brand loyalty through our Support organizations. As part of our support team, you'll handle both phone and email inquiries in a timely manner with thoughtful, thorough responses. You'll impart our company values through your interactions with our customers and will effectively capture user feedback to help us improve our product!

Be sure to check out our app on your android or apple store.

What is the hiring process like?

Our hiring team reviews all applications. We communicate with candidates at every step of the process, letting them know if we'll be moving forward, and what they can expect in the next phase.

• Application Review
• Writing Prompt: You will be sent a short writing prompt focused around customer experience. We know you're not familiar with the policies of K Health, so feel free to make up your own in your response. This exercise shows us your demeanor with customers.
• Group Interviews: You will meet with team members alongside several candidates that are interviewed simultaneously virtually for a decision to be made. This will be two rounds for a total of one-hour.
• Reference Checks: At this stage, two reference checks will be conducted
• Offer

What you'll do:

• Tackle a variety of issues with clients and resolve problems quickly
• Handle customer calls with empathy, active listening, and product expertise (20+ calls per day)
• Craft and customize emails using personalization while maintaining the brand voice
• Use solution driven tactics to troubleshoot issues to provide a seamless customer experience
• Actively listen to customer issues to diffuse or escalate as necessary
• Perform against challenging goals with a best-in-class team for the efficiency & quality of work
• Ensure the safety of our patients' information by operating under HIPAA guidelines
• Accurately document customer feedback and issues using ticketing systems
• Autonomously handle customer requests with motivation and discipline
• Contribute to a positive and supportive team environment

What we're looking for:

• You have 2+ years of customer service experience supporting a rapidly growing organization
• You have experience working for a fast growing and dynamic start-up
• You enjoy and take joy finding solutions to customer problems
• You are excited to help customers and passionate about changing the healthcare system
• You take ownership of customers' issues and adhere to K's processes and policies
• You are able to move quickly through systems without sacrificing attention to detail
• You are reliable and have a proactive, organized, and detail-oriented mindset
• You are experienced with Salesforce and G Suite, and other call center tools
• You have flexibility in your schedule and can work nights, weekends and holidays

Benefits & Perks:

• Work remotely in the US
• 20 paid vacation days & 5 sick days per year
• Stock options for every full-time employee
• Paid parental leave
• 401k matching up to 5%
• Competitive health, dental, and vision insurance options