Customer Success Specialist, SonderMind

• Successful candidates will have call center experience, have worked with commercial insurance and Medicare, and have the ability to communicate effectively with our client and provider group
• Experience with billing support or customer service
• Experience handling both inbound and outbound calls in a metric-driven environment
• Proven ability to navigate multiple platforms when working with a caller
• Excellent communication skills both written and verbal
• 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, who will be tasked with building rapport with our clients and providers in order to provide a world-class customer experience through researching billing and claims, answering general questions from our clients and providers, setting expectations related to the SonderMind experience, and provide basic technical support for use of SonderMind platform
• Customer Success Specialists use customer service and time management skills to complete all tasks in a timely manner and are held accountable to individual metrics
• This role receives high form and email volumes and will include responding to emails and forms, as well as making outbound calls
• Manage high volume of client and provider questions and requisitions in a mix of emails, forms and inbound/outbound calls
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Provide accurate, valid, and complete information by using the right method/tools
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; and follow up to ensure completion
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with other departments and colleagues
• Maintain a QA average of 85% or higher and a case activity average of 7 cases per hour
• While rare, may encounter distressed clients and connect them with proper resources
• Within three weeks, fully understand our client and provider journey, understand SonderMind's technology platform and answer basic customer and therapist requests
• Within one month, support most client and provider requests via chat, email, or phone
• Ongoing, ability to effectively answer questions and requests from our customers and effectively hit defined goals and targets

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