Customer Service Associate II

Truepill

Redmond, WA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/08/2021
  • Website: truepill.com
  • Company Address: 1700 S Amphlett Blvd, 221, San Mateo, CA, 94402, US

About Truepill

Truepill is building the future of healthcare. We empower our partners to deliver world-class patient experiences through our API-connected healthcare infrastructure.

For our partners, it means seamless end-to-end management of telehealth, e-commerce and pharmacy fulfilment. For their patients, it means world-class digital experiences that provide unmatched convenience, access and choice.

We started in 2016 with a vision to modernize healthcare. We built the industry’s first pharmacy API and dispensed our first prescription. Nearly five million prescriptions later, we work with many of the world’s largest healthcare organizations - from health plans and health providers, to pharma manufacturers. In 2019, we were proud to be featured in the Forbes “Next Billion-Dollar Startup” list.

We are committed to creating an environment focused on racial and gender equality, inclusion, empowerment and respect. When our teams feel supported and inspired, they turn that creativity into innovation. The type of innovation that benefits all of our people, our partners and our patients.

Come join us. Let’s build something great together.

Job Description

At Truepill, we are building the future of healthcare. Through our digital health platform, we empower our partners to deliver world-class patient experiences. With nearly five million prescriptions shipped, we’ve been included on Forbes’ “Next Billion-Dollar Startup” list and are proud to work with many of the world’s largest healthcare organizations. We never settle for how it’s done today. We invent how it will be done tomorrow. 
 
None of this is possible without the right team driving us forward. We are committed to creating an environment focused on racial and gender equality, inclusion, empowerment and respect. We believe that when our teams feel supported and inspired, they turn that creativity into innovation. The type of innovation that benefits all of our people, our partners and our patients.
 
We encourage our team members to expand their horizons and bring their passion and curiosity to work, every day. Come join us. Let’s build something great together.
 
Customer Service Associates are responsible for using their customer service, phone and messaging etiquette skills to provide solutions to all patient and customer inquiries. They are expected to work collaboratively with other team members.

MAIN DUTIES AND RESPONSIBILITIES

    • Using our internal tools in a fast-paced environment, investigate and solve complex escalations to provide the most adequate resolution for high priority customers and implement strategies to improve our processes
    • Ownership of issues through to resolution including timely follow-up
    • Interact with various partners to help troubleshoot orders
    • Maintaining a positive, empathetic, and professional attitude toward patients and customers at all times
    • Assist the CS supervisor with day-to-day operations, answering CSA I questions and providing insight on training opportunities
    • Maintain and improve escalation pathways, training resources for our associates, and other process updates
    • Work collaboratively with other team members to ensure smooth workflow in all departments

QUALIFICATION GUIDELINES

    • 2-3 years of experience in a similar CX role at high growth startups preferred
    • Strong ability to express yourself professionally in writing and verbally both to patients, customers, and your team members
    • Willingness to jump in wherever needed; relentlessly resourceful; a creative problem-solver
    • Hyper-organized with high attention to detail and an ability to investigate issues across multiple systems simultaneously
    • Experience with Freshdesk or a similar CRM platform, including creating content such as snippets (canned replies) and an uncanny ability to pick up new platforms quickly
    • Ability to self-start and work independently, collaboratively, and cross-functionally across departments
    • Telehealth experience preferred, but definitely not required

WORK ENVIRONMENT/DEMANDS OF THE POSITION

      • Travel:  Position may require travel
      • Physical Demand: Light physical effort.  For example, standing, bending, or stooping for extended periods, operating light office equipment, e.g., personal computer, copier, fax machine, etc., manually handling medium weight materials and/or equipment (0 to 10 pounds)
      • Dexterity:  Light dexterity, e.g. using data processing equipment, long periods of standing/sitting, etc.
      • Mental Demand: Moderate to a high degree of concentration due to volume, complexity, and/or “pressure” of work
      • Working Conditions:  Conditions having moderate exposure to such elements like heat, cold, noise, fumes, dust; exposure may involve up to 20% of work hours
      • Accident or Health Hazard:  Exposure to more serious injuries, such as eye injuries, hernia, or occupational disease, which are not incapacitating in nature
      • Work scheduled: Flexible schedule; hours will include some evenings and weekends.
 
All requirements are subject to possible modification to reasonably accommodate individuals with a disability. 
Truepill is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.