Hybrid Customer Success Associate

at Repisodic, A Trella Health Solution

• Job title: Customer Success Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philadelphia, United States

About the role

• Customer Success Associate onboarding post-acute care facilities on Repisodic's platform. Handling customer inquiries and ensuring a positive user experience with digital health products.

Responsibilities

• Execute daily outbound communication (phone and email) to post-acute organizations to proactively verify and update customer information in support of new implementations and ongoing customer initiatives.
• Drive team and individual performance by consistently meeting or exceeding daily outbound communication quotas, as well as core Customer Success team metrics (e.g. data quality, implementation timelines, etc.).
• Ensure data integrity and accuracy for assigned geographic region by meticulously reviewing, verifying and working with the post-acute care organizations to update their data.
• Assist with the resolution of customer support tickets in a timely and professional manner - via email and phone.
• Maintain meticulous and comprehensive records of all customer interactions, account processes and document filing within the CRM system to ensure an accurate historical account.
• Adhere to all internal communication procedures, guidelines and compliance policies to maintain consistency and professionalism across all customer touchpoints.
• Manage escalated customer complaints with professionalism, providing clear solutions and timely follow-up to ensure definitive resolution and restoration of customer trust.
• Actively contribute to a high performance, team-oriented culture and participate in continuous process improvement efforts to help build a best-in-class Customer Success operation.

Requirements

• Minimum of 2 years of experience in a customer support or client service representative role.
• Solid communication skills by phone and email with professional active listening capabilities.
• Track record of not just reaching, but exceeding quota requirements.
• Experience with customer relationship management (CRM) systems and practices like Salesforce, Zendesk and Asana for documentation.
• Customer oriented with the ability to adapt/respond to different types of customers, personalities, and circumstances.
• Ability to multi-task, prioritize, and manage time effectively.
• A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
• BA/BS degree or equivalent work experience.

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary
• 401k Retirement Savings
• Flexible PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment