Customer Service and Support Specialist, EverCommerce
The total base pay range for this position is $17.00 to $19.50 USD per hour in most US locations. Offers Employee Stock Purchase Program
More information about location
Integrated SaaS solutions
Be an early applicant
Integrated SaaS solutions
1001+ employees
Be an early applicant
The total base pay range for this position is $17.00 to $19.50 USD per hour in most US locations. Offers Employee Stock Purchase Program
More information about location
1001+ employees
Company mission
To transform commerce for the service economy.
Role
Who you are
- 3+ years in a genuine customer-facing, internal support, or customer service role
- 3+ years troubleshooting and or technical support experience
- 1+ years in a healthcare/billing setting
- Ability to manage a high volume of clients at any given time
- Excellent time management, project management, and organizational skills
- A positive and proactive approach to handling challenging situations
- Exceptional listening skills, with attention to detail
- Ability to prioritize tasks and carry out responsibilities with minimal direction
- Ability to work with a multicultural and virtual team
- Experience working directly with customers and the willingness to do what is right for customers, the company, and team members in all circumstances - strong customer focus and a high level of empathy
- Excellent problem solving and analytical skills
- Outstanding oral and written communication skills (writing exercise will be requested as part of the interview process)
- Ability to convey technical information to a general audience
- Aptitude for learning new technologies quickly
- Ability to understand and follow customer service procedures and policies and actively participate in continuously improving them
- Experience and knowledge in Zendesk and Jira is a plus
What the job involves
- We are looking for a Customer Service and Support Specialist to focus on our DrChrono brand
- DrChrono is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients
- Our products can be completely tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API
- Provide software support for our clients by answering and responding professionally to urgent inbound tickets, chats, and calls, tracking them at various stages of completion
- Work to identify the root cause of the clients' problem, providing answers and solutions in a way that is easily understood, guiding promptly through the resolution while also delighting the customer
- Be a support representative and consultant for various subjects related to the DrChrono platform, both the web and mobile application, iOS features, and Partner information
- Proactively identify clients experiencing repeated issues or requests that are not resolved to the clients' satisfaction while identifying possible opportunities for escalation
- Utilize internal tracking tools to manage issues between customers, sales, support, and engineering
- Work cross-departmentally with multiple teams to find, analyze, and resolve client issues
- Represent the voice of the customer by gathering and sharing customer feedback about our products and service
- Provide recommendations to your leadership team about how to improve customer experience
- Work closely with the account management team to maintain a continuous knowledge of accounts
- Navigate through applications and company tools to research and resolve customer inquiries
- Provide excellent customer care and focus; focusing on assessing the customers’ needs and provide the correct answer, path, troubleshooting, or method for an outstanding customer experience
- Actively participate in developing the company knowledge base as well as improving team and customer resources by recognizing patterns of technical issues trends through customers' outreach and recommendations for self-service articles
- Strive to meet and go above personal and team targets and goals
Our take
Denver-based EverCommerce is a service commerce platform that offers vertically tailored SaaS solutions for more than half a million global service-based SMBs. Its goal is to accelerate digital transformation across various industries within the service economy, which has proved to have done when considering its recent growth in customers.
The company, which specializes in Home Services, Health Services and Fitness & Wellness Services, serves to accelerate growth, streamline operations and increase retention. By automating these processes, EverCommerce enables clients to focus on simply growing their businesses. Despite increased macroeconomic headwinds in recent years, affecting the marketing services solutions, the company still delivers double-digit growth and solid profitability.
In 2021, EverCommerce acquired DrChrono and through this both companies are able to share their commitment to helping SMEs thrive. In fact, EverCommerce has become somewhat of a beast in its trade having acquired almost 30 companies, multiple in each year. This has enabled it to adopt a broad array of features to offer its growing customer base
Freddie
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2020
$20m
GROWTH EQUITY VC
Apr 2017
$12m
SERIES A
Total funding: $36.2m
Company benefits
- Flexibility to work where/how you want – in-office, remote, or hybrid
- Robust health and wellness benefits, including an annual wellness stipend
- Continued investment in your professional development through Udemy
- 401k with company match
- Flexible and generous paid time off
- Employee Stock Purchase Program
Company HQ
River North Art District, Denver, CO
Leadership
Matthew Feierstein
(President & COO)Former President at PaySimple. They were also the COO at Pronto.
Chris Alaimo
(CTO)They have extensive history as a VP of Engineering at various companies. Former CTO at PaySimple.
Eric Remer
(CEO)Co-founded I-Behavior, Conclave Group LLC and PaySimple.
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