Customer Experience Manager
BIOVERSEJob Description
Posted on: November 29, 2024
Who we are
BIOVERSE is a fast-growing direct-to-consumer Telehealth company focused on making science-backed longevity and anti-aging treatments accessible to all.
Our mission
Our mission is to improve healthspan and longevity.
Our dedication
Our dedication is encapsulated in one single promise: to provide science-backed longevity solutions to everyone. This commitment drives us to democratize access to cutting-edge health interventions, making longevity solutions a widespread choice for all, and not just a luxury for a few.
The Opportunity
We are seeking an experienced and enthusiastic Customer Support Specialist to join the Bioverse team and manage the team of Customer Support Agents.
The position requires someone who is a proactive communicator, a detail-oriented multitasker and an effective problem-solver comfortable working in a fast-paced environment.
As the first point of contact for our customers, you will play a crucial role in maintaining Bioverse’s reputation for providing exceptional, patient-focused service.
Key Responsibilities
1. Customer Service:
- Respond to customer inquiries via phone, message portal and email, provide timely responses to customer needs, resolve customer issues, and enhance customer satisfaction.
2. Manage Support Agents:
- Manage a team of customer support agents to ensure quality and speed of care. Onboard any new support agents that will be joining the team.
3. Customer Relationships:
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
4. Communication Coordination:
- Keep records of customer interactions, process customer accounts and file documents
- Maintain timely communication with the operations team to stay on track of customer support goals.
Qualifications
- 3+ years of customer service experience, including 1+ years managing teams
- Proven work experience as a customer service rep or sales support associate
- Proficiency with Zendesk, MS Office Suite, MS Excel
- In-depth understanding of sales principles and customer service practices
- Excellent communication skills
- Analytical and multitasking skills
- Teamwork and motivational skills
What We Offer
Job Type: Contract, Fully Remote
Pay: $20-$25/hour
Expected hours: 35 hours/week
Schedule: Monday - Friday; 10:00am-5:00pm; Fully Remote
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