Customer Support Specialist, SonderMind

• Experience with a high volume billing support or customer service role: 2 - 3 years minimum
• Experience handling both inbound and outbound calls in a metric-driven environment
• Proven ability to navigate multiple platforms when resolving cases
• Excellent written and verbal communication skills
• Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST

Desirable

• SonderMind is hiring a Customer Success Specialist to deliver a world-class experience for clients and providers
• You’ll build rapport, research billing and claims, answer inquiries, set expectations, and provide basic technical support for the SonderMind platform
• The Customer Success team is a strong, driven, collaborative team, where you’ll have the opportunity to support our Clients and Providers with high impact results, making an active contribution daily to improving the lives of others and their mental health journey
• This role manages a high volume of forms, emails, and outbound calls while meeting individual performance metrics
• Ideal candidates bring call center experience, knowledge of commercial insurance and Medicare, and strong communication skills to support our clients and provider group with accuracy, empathy, and professionalism
• Manage a high volume of client and provider inquiries across email, forms, and inbound/outbound calls
• Consistently demonstrate a positive, empathetic, and professional attitude in alignment with Sondermind's core competencies
• Provide accurate, complete, and timely information using the appropriate tools and resources:
• Knowledge Base Articles (Through Salesforce)
• TalkDesk
• Salesforce fluidity (Case navigation)
• SonderMind Admin platform
• G-Suite (Google Docs, Slides, Sheets, Forms, Meetings)
• Zoom (Monthly Company Meetings platform)
• UKG (Timecard Keeping)
• Jira
• Atlassian
• Okta (2 step verification)
• Slack
• Resolve complaints effectively by offering solutions and alternatives within established timeframes, and follow through to ensure resolution
• Accurately document all interactions, transactions, feedback, and complaints
• Collaborate with colleagues and cross-functional teams to support client and provider needs
• Meet and maintain performance standards
• Manage sensitive client interactions with professionalism and care, providing clear guidance and connecting clients to the proper resources
• First 30 days: Fully understand our client and provider journey, understand SonderMind's technology platform and answer customer and therapist requests. Familiarize yourself with your approach to working efficiently and effectively while maintaining accountability and positive influence during interactions with internal team members and external clients and providers
• First 60 days: Support all client and provider requests via chat, email, or phone, with maintaining efficiency and quality. - Resolve 9 cases per hour with focus on “First Case Resolution” and quality assurance of 90% or higher
• First 90 days: Demonstrate the ability to effectively answer questions and requests from our customers and meet and exceed defined goals and targets. Demonstrates curiosity and eagerness to take on more challenging cases, leveraging available resources

• This position will be an ongoing recruitment process and will be open until filled