Customer Care Coordinator
At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.
Position Overview:
The Customer Care Coordinator will work with our most valuable asset- our customers. This person will be an instrumental member of our phone and email support team. They will field incoming calls into our call center as well as incoming emails in an efficient and effective manner. They will be responsible for providing a top-notch service, handling customer inquiries and resolving issues. The support team’s goal is to increase customer retention by driving product adoption and resolving problems on the first call.
For Full-Time Employees we offer:
- Competitive health, dental, and vision benefits
- Guardian Hospital Indemnity coverage
- Life & LTD
- 401(k) matching up to 3%
Primary Job Duties:
Coordinating & Implementing Solutions for Customers: Fielding customer issues via inbound calls and email and by responding in timely and professional manner, closing the loop, and ensuring customer satisfaction on the first contact.
Customer Relationship Management: Documenting interactions quickly and accurately in Salesforce. Utilizing the proper call coding for tracking purposes and to assist in driving initiatives to improve the overall customer experience.
Cross Functional Collaboration: Partnering with leadership and various internal departments to ensure customer issues get resolved properly and advocate on customers behalf.
Product Support & Training: Has a depth of product knowledge that enables proper account servicing as well as provides basic training to users during interactions to drive product adoption and usage.
Skills & Requirements:
- 1-3 years of customer service experience
- Ability to handle 30 calls a day and meet SLA’s required by the business
- Ability to handle 20 emails a day and meet SLA’s required by business
- Can juggle both email and phone communications throughout the day without any disruption to customer communications.
- Core focus is on customer retention and customer satisfaction
- Ability to become a product expert and understand all aspects of Rectangle Health account management
- Provide appropriate direction and solutions in attempt to resolve issue on first contact
- Properly manage tickets with appropriate tracking and detailed notes
- Resolve customer issues with effective problem-solving skills on first contact
- Diffuse customer frustration and escalate to management when necessary
- Maintain a professional demeanor and provide thoroughness on all calls
- Have excellent written and phone communication skills
- Ability to collaborate within a team
- Ability to work in a fast -paced environment and be extremely efficient
- Experience working with payments technology is a plus
- Adaptable to challenges and has ability to process, understand, and memorize new information quickly
About Us:
Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.