Customer Service Representative

hace 6 meses

Desde casa, México Practice Axis A tiempo completo

**Customer Service Specialist**
- Full Time
- Remote
- Reports to: Customer Service Manager & CEO
- English fluency required

**About Practice Axis**

Practice Axis is on a mission to increase access to mental healthcare by providing tools to owners of mental health therapy practices that allow them to grow and scale their practices.

Practice Axis drives smart growth with a HIPAA compliant CRM tailored to mental health private practices. We turn clogged pipelines into paying clients and game-changing analytics for an affordable monthly cost with optional add-on services.

PracticeAxis values diversity, equity and inclusion and does not discriminate on the basis of ethnicity, race, gender, ability, sex, age, sexual orientation, socio-economic status, or religion.

**Position Description**

As a Customer Support Specialist, you’ll play a key role in onboarding every new customer to our system. You’ll work closely with our current customers to identify, investigate, escalate and advise them on their questions and concerns. Day to day, your interactions with our customers directly impact their ability to run their practices efficiently. You’ll work closely with our support team to efficiently identify, solve, escalate and advise our customers on their questions and concerns.

**Responsibilities**:

- Complete an ongoing, routine checklist of onboarding tasks and projects on time during every customer’s initial onboarding period.
- Continuously develop knowledge of the Practice Axis CRM software.
- Answer how-to questions and help customers navigate a variety of tools within Practice Axis.
- Field all customer support tickets, answer customer questions about the company’s products or services, and triage tickets to the appropriate recipient to deliver a timely result for the customer.
- Update each customer’s CRM database with a series of routine customizations during the onboarding process.
- Support Practice Axis team members in maintaining efficient and organized systems.
- Support Customer Service Manager’s completion of administrative, onboarding, and ongoing support activities as assigned.
- Complete data entry tasks as assigned.
- Communicate thoughtful customized solutions that help customers move forward and grow their practices.
- Serve customers by providing product and service information and resolving product and service problems.
- Maintain customer records by updating account information and processing payments and refunds.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Show composure, resilience and flexibility as customer needs evolve and case volume changes.

**Qualifications**:

- 2+ Years of experience in a B2B SaaS customer support role is a plus.
- Experience in a B2B SaaS customer support role, particularly experience working with a CRM is a plus
- Excellent in English written and verbal communication skills.
- Technical aptitude.
- Exhibit strong curiosity (to investigate issues) and empathy (to build positive customer experiences).
- Ability to multi-task across different tools and platforms.
- Willingness to work with multiple teams in an international and multilingual remote/hybrid environment.

Working Rhythm:

- Communicate regularly with the Practice Axis team via Slack channels.
- Attend weekly Customer Service Meetings.
- Attend weekly or bi-weekly company-wide Team Meetings.
- Attend one-on-ones with various staff members as requested.
- Complete other tasks and duties as assigned.

Location & Hours: This is a fully remote position.

Applicants should be based remotely and will work remotely with our global team. Hours for this role will be US working hours: Mon-Fri 10am-6pm CST

Language: Must be fluent in written and spoken English.

Compensation: Commensurate with experience.

Tipo de puesto: Tiempo completo

Sueldo: $8,500.00 - $17,000.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Servicio de gimnasio
- Vacaciones adicionales o permisos con goce de sueldo

Pregunta(s) de postulación:

- Please describe your relevant experience and why you'd like to work at Practice Axis, a growing tech-start up based in the US:
Experiência:

- Customer Service: 2 años (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo remoto

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