Customer Care Associate
New
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HeadwayMental healthcare
This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco., Coverage hours are listed in ET.Full-Time
Salary26.15 - 38.46 USD per hour
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Job Details
- Required Skills
- Problem SolvingWritten communicationVerbal communicationCustomer support
Requirements
- Demonstrate outstanding verbal and written communication skills.
- Communicate clearly, succinctly, and empathetically with customers.
- Handle sensitive, high-pressure client-facing situations and de-escalations calmly.
- Use good judgment and discretion when making decisions.
- Meet and exceed tactical goals while maintaining work quality.
- Show strong problem-solving skills and work to identify root causes.
- Be available for weekend shifts; shifts may also include holiday hours.
- Have a quiet, private workspace equipped with high-speed internet.
Responsibilities
- Help providers and patients resolve issues throughout their Headway user journey.
- Resolve approximately 40 provider and patient inquiries daily through email, live chat, and phone.
- Use available resources and team support to address customer inquiries.
- Stay up to date on Headway’s product, services, and insurance practices.
- Identify customer experience friction and propose process and product improvements.
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