Customer Success Specialist (BILINGUAL English and Spanish) - Part Time

As a Customer Success Specialist at Remo Health, you will guide families through the onboarding process, addressing their questions and ensuring they feel supported. Your role includes providing product support via calls and emails, collecting feedback to improve member experiences, and creating informational materials for clients. You'll be essential in helping dyads enroll in the program, scheduling their initial visits, and ensuring they have all the information needed to navigate dementia care.

To be considered for the Customer Success Specialist position at Remo Health, candidates should have at least two years of customer service experience, be bilingual in English and Spanish, and be available to work 15-20 hours per week. Empathy, active listening skills, and a passion for providing high-quality support are also essential. Previous experience in healthcare customer service and familiarity with digital health programs is a plus!

The Customer Success Specialist plays a vital role in fulfilling Remo Health's mission by directly assisting families in navigating the complexities of dementia care. By guiding dyads through the enrollment process and providing continuous support, you ensure they have access to the comprehensive resources and community they need. Your empathetic and engaging approach fosters trust and helps alleviate the stress experienced by caregivers.

The part-time Customer Success Specialist at Remo Health is expected to work between 15 to 20 hours per week. Flexibility is important, as this role may require occasional weekend coverage to support families during their most pressing times. Your ability to manage time effectively while delivering exceptional service will be critical to your success in this role.

A new Customer Success Specialist at Remo Health will undergo comprehensive training to familiarize themselves with the company's mission, products, and support protocols. This training includes understanding the onboarding process, communication strategies, and how to engage effectively with dyads. Ongoing support and feedback will also be provided to ensure you excel in your role.

Begin by showcasing your empathy and understanding of their situation. Explain the onboarding steps clearly, ensuring you address their specific concerns and questions. Use active listening to make them feel heard and valued, establishing trust from the onset.

Highlight a specific scenario where you faced a difficult situation, emphasizing your approach to solving it. Explain how you remained calm, listened to the customer's concerns, and worked towards finding a satisfactory resolution, illustrating your problem-solving and communication skills.

Express your passion for helping others and your alignment with Remo Health's mission to improve dementia care. Emphasize your interest in building connections with dyads and your desire to contribute to a meaningful cause.

Discuss your goal-setting strategies, such as tracking your progress and focusing on effective communication with families to encourage their enrollment. Share how you would prioritize building rapport and trust with dyads to foster positive engagement.

Highlight your active listening skills and your approach to validating their feelings while remaining composed. Discuss the steps you take to identify the root cause of their dissatisfaction and offer solutions that align with their needs.

Describe your fluency in both English and Spanish, emphasizing your ability to communicate effectively with diverse families. Discuss how being bilingual allows you to connect with individuals who might feel more comfortable expressing their needs in their preferred language.

Share your process for gathering information from various sources, tailoring materials to meet the specific needs of dyads, and ensuring clarity. Highlight the importance of making these materials accessible and easy to understand.

Discuss the importance of going above and beyond in customer service by creating memorable interactions. Emphasize authentic connections, understanding individual needs, and making each family feel valued and respected.

Provide a scenario in which adjusting your communication style led to a successful interaction. Highlight your flexibility and the importance of adapting to different personality types and situations to ensure effective engagement.

Share your organizational strategies, such as using task lists, prioritizing tasks, and setting reminders. Mention how staying organized enables you to provide consistent and high-quality support to families.