Customer Care Specialist

Customer Care Duties

· Respond to inquiries (phone/email) related to interest, navigation or Hub/mobile app troubleshooting

· Available via phone 24/7 (email 8-8pm CST) during assigned on-call schedule to support Hub users, caregivers and partners with device, mobile app and operations dashboard navigation and issues.

· Create and manage a schedule for on-call functions

· Assist in creating training documents, troubleshooting, and help guides

· Interface with Customer Relationship Management (CRM) system, provide updates and pull reporting for operations management as needed

· Onboard partners to Hub, mobile app and operations dashboard

· Manage office Hub inventory, including occasional shipping and returns

· Work with pharmacy partners to manage/troubleshoot participant medication

· Perform testing on Ōmcare Home Health Hub® units, Ōmcare mobile app and the operations dashboard documenting and reporting feedback to Engineering and User Experience teams to aid product development and user experience

· Train other Customer Care associates

· Measure and hit key KPIs including but not limited to: NPS, CSAT, time to respond, handle time, and ticket resolution rate.

Sales and Customer Success Duties

· Attend networking events, providing high-level company overview and if needed demos

· Manage sales meeting logistics (scheduling, food, agendas/minutes, collateral management – presentations, flyers, demos)

· Manage ongoing partnership relationships assigned (weekly meeting agendas, status updates, ongoing communication and training and completion of follow-through items)

· Other duties, as needed by evolving business priorities (e.g. Office management as needed, Board meeting coordination and day of activities)

Qualifications and Skills

· Effective and proactive communication – written and oral

· Ability to work with older adult population over the phone

· Ability to display professional presence in person and remotely

· Ability to use software platforms to record customer interactions (HubSpot CRM) and issues (JIRA) - preferred

· Creativity and problem solving

· Works well independently and in teams

· Strong organizational skills and attention to detail

· Maintain confidentiality

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the Customer Care Specialist is regularly required to:

· Remain in a stationary position (sitting) for extended periods of time

· Reliable transportation to support customer visits and in-office time

· Frequently enter text or data into a computer by means of a keyboard

· Constantly communicate with teammates through online chat and verbal exchanges

· Occasionally lift and move equipment weighing up to 15 pounds

· Occasionally ascends/descends stairs to access participant (Hub Owners) homes and rooms within the home

· Frequently converse with participants and caregivers to exchange accurate information and instructions

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Work from home

Work Location: Hybrid remote in Minneapolis, MN 55425