Outbound Customer Success Associate – 2nd shift position

Repisodic provides the leading hospital discharge automation platform to health systems across the US. We help health system care management teams Plan, Engage and Place patients in post-hospital care upon discharge from a hospital visit.

About the OutboundCustomer Success Associate – 2nd shift position

We are looking for a motivated and customer-focused individual to join our customer success team. As an Outbound Customer Success Associate, you will play a critical role in ensuring our users have an amazing experience using and navigating our digital health products and services. You will be the first point of contact for our customers, providing them with assistance, resolving inquiries, and delivering exceptional support.

The primary customers that you will be interacting with are hospital case managers/social workers, and all levels of employees from post-acute care organizations. In this role, you will deliver a best-in-class client experience while collaborating with cross functional teams to enhance customer engagement, understanding, and satisfaction; ultimately helping to drive organizational performance and growth.

This role requires someone comfortable making outbound phone calls for a significant portion of working hours. We are looking for someone who is excited to get on the phone, interact, and clearly communicate with new and existing customers. Your goals will be to ensure a high level of customer engagement, exceptional service standards, and strong customer satisfaction.

This position will work a ‘second shift' schedule supporting customers across multiple time zones until 7 pm EST.

Outbound Customer Success Associate Responsibilities

• Reach out to post-acute care organizations by phone and email to verify their information related to customer support tickets as well as ongoing company projects
• Consistently achieve daily outbound call quotas as well as personal/customer success team targets.
• Respond to and resolve incoming customer support tickets in a timely and professional manner - via email and phone.
• Identify and evaluate customers' needs to deliver satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and comprehensive information to internal team as well as customers by using the appropriate methods/tools.
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution with professionalism.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage and build relationships with customers.
• Help build a best-in-class business and contribute to a great team.

Customer Success Associate Requirements

The ideal candidate will possess a strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.

• Bachelor's degree
• 2 years minimum experience customer support experience or experience as a client service representative
• Track record of not just reaching, but exceeding quota requirements.
• Strong communication skills by phone and email, with professional active listening capabilities
• Experience with customer relationship management (CRM) systems and practices like Salesforce and Zendesk for documentation
• Customer orientation and capacity to adapt/respond to different types of customers, personalities, and circumstances
• Exceptional communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Why Repisodic

We are a passionate team of innovators and disruptors driven to improve the US healthcare system. The experience of working at a high growth startup company gives our employees the ability to move fast, adapt and thrive in a dynamic environment where they can have impact from day one. You will get to roll up your sleeves to create true value in work across roles and departments to achieve company goals. This is a high-impact, high-visibility role that will be a key driver of company success and growth in the short and long term.

Benefits

• Competitive benefits (healthcare, 401(K) match
• Hybrid work model - 2 days/week in-person at our office located in University City, Philadelphia
• Stock options at a well-funded company on a fast growth track
• Generous PTO
• An experienced team who will support and work beside you to accomplish your goals