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New York, New York - USD Full Time Posted: Friday, 14 September 2018
 
 
Job Description

Customer Experience Specialist

We are a New York based, mission driven, healthcare technology company. With our proprietary technology, everyone has access to low negotiated prices on over 15,000 medications, but there is more work to do. We are relentlessly learning, constantly curious, aggressively collaborative and a cross functional team dedicated to inventing new ways of working in an industry that historically has resisted innovation. We're currently growing the experienced and talented team to get this done.

The Role

Our team is on the front line of our company mission to bring not only affordable prices, but to also deliver the best possible experience for all of our customers. You will field inquiries from pharmacies, providers and customers, and we are looking to you to ensure each interaction is a positive experience. Internally, you'll be compiling feedback that will be shared with marketing and product groups to improve our product flow and experience.

Responsibilities

  • Serve as a subject matter expert on all aspects of our product, business and process.

  • Leverage your expertise to resolve inquiries from patients, pharmacies, and providers to troubleshoot issues at any stage of the interaction.

  • Field inquiries over a variety of communication mediums, including phone, email, and live chat and record events appropriately.

  • Serve as a dedicated resource for pharmacy processing.

  • Participate in continued education on product changes, new features, marketing campaigns and product launches.

  • Develop a working knowledge of company related security and privacy practices.

  • Leverage Knowledge Base materials as a foundation for resolving inquiries and utilize expertise when appropriate.

  • Take a collaborative approach with team members to address questions and escalations.

  • Provide the Cx Management team with feedback and suggestions to further develop materials and practices.

  • Help improve the product by sharing customer feedback to be shared with Engineering, Product, Marketing and Design teams.

Requirements

  • Bachelor's Degree in Communication, Hospitality or equivalent degree/experience

  • Well spoken, confident communicator - bilingual is a plus!

  • Passionate for solving problems and troubleshooting

  • Attention to detail with a knack for precision

  • Patient, empathetic, respectful, and adaptable

  • Technical aptitude and ability to learn complex new tools (Think Zendesk, not Office)

The Perks

  • Catered lunches on weekdays and Seamless budgets for weekend shifts

  • Fully stocked kitchen with breakfast food, beverages and snacks

  • Expansive benefit plans, including medical, dental and vision

  • Department & company outings

  • Vacation

  • Remote work opportunities

  • Overtime and holiday pay

  • 401(k) retirement plan



New York, New York, United States of America
IT
USD
Blink Health Pharmacy
Blink Health Pharmacy
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9/14/2018 6:13:36 PM

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