Customer Service Representative

As a Customer Service Representative at Mable Therapy, your primary responsibilities will include interacting with clients to provide prompt responses to inquiries, collaborating internally with therapists to address client needs, maintaining accurate records in our CRM system, adhering to service standards, and actively participating in projects to enhance service delivery. Your role is crucial in ensuring every client has a positive and supportive experience.

To thrive as a Customer Service Representative at Mable Therapy, candidates should possess exceptional communication and interpersonal skills, strong problem-solving abilities, and a proactive mindset. It's essential to have a detail-oriented approach, adaptability to handle multiple priorities, and a commitment to delivering high-quality service. Familiarity with CRM systems like Hubspot would also be beneficial.

Mable Therapy seeks candidates with proven customer service experience, ideally in tech-enabled, healthcare, or education environments. The ideal candidate should demonstrate a solid understanding of customer needs and have the ability to empathize and provide satisfactory service. This experience helps you manage interactions effectively and improve overall client satisfaction.

At Mable Therapy, we believe in investing in our employees' growth and development. Customer Service Representatives can expect numerous professional development opportunities, including training sessions and ongoing learning initiatives. As Mable continues to scale, there are potential pathways for advancement within the company, allowing you to grow your career while making a difference.

Absolutely! Mable Therapy offers flexible working arrangements for Customer Service Representatives. You can enjoy hybrid working where you can spend three days in the office and two days working from home. This flexibility helps you maintain a work-life balance while being part of a mission-driven team.

When answering this question, highlight specific instances from your previous customer service roles where your communication skills made a positive impact. Share examples of how you resolved issues or enhanced the customer experience, demonstrating your proactive and empathetic approach.

In your response, illustrate your calm demeanor and problem-solving skills. Share a specific example of a difficult situation and explain the strategies you employed to de-escalate and resolve the issue effectively while ensuring the customer felt heard and supported.

Emphasize the importance of empathy and active listening. Discuss how understanding the customer's perspective allows you to address their needs better and provide satisfactory solutions, which aligns with Mable Therapy’s mission of delivering high-quality service.

Articulate your organizational skills and ability to manage time effectively. Explain the techniques you use, such as categorizing inquiries based on urgency and importance, to ensure that each customer feels valued and their issues are resolved promptly.

Share your passion for helping others and how positive customer interactions inspire you. Relate your motivation to Mable Therapy's mission of transforming child therapy and how being part of this mission drives your desire to achieve excellence in service.

Discuss your familiarity with CRM systems and the importance of accurate record-keeping. Describe your approach to data entry, emphasizing attention to detail and the steps you take to maintain organized and up-to-date client information.

Provide a specific instance where you worked with coworkers or cross-departmentally to identify areas for improvement within the customer experience. Focus on the positive results of this collaboration and how it benefited the clients and the team.

Emphasize the importance of feedback in personal and professional growth. Share how you approach giving constructive feedback while maintaining a supportive tone and your receptiveness to receiving feedback as a chance to enhance your skills and performance.

Prepare by researching Mable Therapy’s values, services, and impact on children's therapy. Articulate your understanding of the company's commitment to removing barriers in child therapy and highlight your enthusiasm for contributing to this vital mission.

Discuss specific challenges such as adapting to new technologies, maintaining human connections in a digital space, and the importance of understanding the unique needs of clients in healthcare. Offer insights on how to overcome these challenges while ensuring high-quality service.