Customer Service Representative

Description:

We are piloting a new offering in the health sector. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate. This role is focused on Live Operations and will include proactive outbounds to our delivery drivers and merchants to drive exceptional quality.

To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning. You’ll be a strategic problem solver and become a subject matter expert in all things related to our new product. You will be the first line of defense, ensuring that we provide an exceptional service experience when something goes wrong.

Responsibilities

- Proactively identify issues and potential failures and implement mitigation tactics

- Address merchant & dasher issues with empathy and urgency

- Spearhead & execute workflows that ensure we meet exceptional SLAs

- Identify trends & communicate findings to the broader teams to improve our processes

- Develop a deep expertise in our product, processes, systems, tools

- Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform

Qualifications

- You have a Bachelor’s degree or equivalent amount of work experience

- You have 2+ years of work experience in a fast-paced customer service role in technology, hospitality or healthcare

- You are a natural problem solver, willing to triage problems that may not have a pre-defined solution

- You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).

- You are above average in technological fluency and are especially comfortable with Google Sheets

Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in healthcare