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Description

Mission of the role

This role plays an integral part in creating an exceptional experience for our patients and is focused on providing knowledgeable, empathetic, and timely resolutions via email, chat & phone communications. Other responsibilities for this position include general administrative and operational support functions to drive the performance of the team and collaborate effectively with other departments across the company.

The ideal candidate for this position loves helping others, exudes an optimistic mindset, and has the ability to thrive in a fast-paced, ever-changing work environment. We are looking for an individual who is self-motivated, detail-oriented, and passionate about customer service. This person must be able to work a flexible schedule.

Essential Functions and Impact Areas

• Deliver empathetic, personalized, detail-oriented solutions to our patients via Customer Success channels of communication (incl. Email, SMS, Live Chat, Phone & Social)
• Practice active listening, patience, and empathy when addressing patient needs
• Use problem-solving and analytical skills to follow proper steps, complete tasks, and communicate correct information to patients
• Troubleshoot and creatively resolve patient issues with the utmost care and respect
• Maintain knowledge of Curology product offerings and Customer Success best practices
• Collaborate with team members to provide the optimal patient experience
• Share patient feedback and insights to team members and leaders in order to continuously improve and evolve the patient experience
• Meet productivity, customer satisfaction and quality standards as outlined by leadership
• Build effective cross-functional partnerships required to support a seamless patient experience
• Exude a positive mindset to promote a happy team culture and an outstanding patient experience

Requirements

Competencies and Skills

• Ability to work in an office work environment, sitting at a desk
• Evening and weekend hours required
• Excellent interpersonal communication and comprehension skills
• Required to protect patient confidentiality and other records
• Ability to quickly learn new software programs and systems
• Outstanding problem-solving abilities
• Self-disciplined and motivated to achieve goals
• Maintains an upbeat and enthusiastic attitude, even under pressure
• Demonstrates commitment to fostering a highly supportive and collaborative workplace culture
• Previous experience handling a high volume of customer support tickets via email or other written communication preferred
• 2+ years of experience in a customer service focused environment preferred

Nice-to-Haves (If applicable):

• Previous experience handling a high volume of customer support tickets via email or other written communication preferred
• 2+ years of experience in a customer service focused environment preferred

Physical Characteristics of Work Environment:

• Office-based work environment
• Typing and computer usage throughout the day
• Must lift and carry a minimum of 15 lbs
• No travel requirements

Benefits

Benefits & Perks:

• 💰 Competitive compensation
• 💜 Employee donation matching program
• 🫱🏻‍🫲🏽 Culture Committee and employee resource groups for virtual and in-person connectivity
• ✨ Complimentary VIP Subscription to Curology or Agency, plus online retail discount

The hourly rate for this role is $20/hour. 

Our Typical Interview Process*:

*Subject to change based on role

• 30 minute Recruiter screen (phone)
• 30-45 minute interview with a Hiring Manager (Google Meet or Zoom)
• 30-45 minute technical assessment, case study, or peer interview(s) (Google Meet or Zoom)
• 30-45 minute final round interview with Hiring Manager or Team Leader (Google Meet or Zoom)

Candidates Using AI:

At Curology, we invest in responsible use of AI tools to help our teams innovate and solve challenges. Please feel free to use AI to:

• Refine and polish your application materials
• Research Curology and the role
• Prepare for your interviews

Please refrain from using AI tools during live interviews, unless our hiring team has instructed you otherwise. (Note: These guidelines do not apply to reasonable accommodations. If you require a reasonable accommodation at any point during our interview process, please notify your recruiter.)

Curology’s Operating Principles:

• One Curology, One Team
• Be Candid, Then Commit
• Lead with Curiosity
• Trust but Verify
• Use Peripheral Vision
• Move Quickly, Think Deeply
• Protect Trust at Every Touchpoint

Equal Employment Opportunity: Curology provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, creed, ancestry, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, genetic information, disability status, military or veteran status, or any other characteristic protected by federal, state, or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Curology is committed to creating an inclusive environment where all team members feel welcomed, supported, and empowered to do their best work.

Fair Chance Statement: In accordance with the San Francisco Fair Chance Ordinance and other applicable laws, Curology will consider qualified applicants with arrest and conviction records for employment in a manner consistent with those requirements. 

CCPA Notice: As required under the California Consumer Privacy Act (CCPA), applicants residing in California can review our Privacy Notice to California Employees, Contractors and Applicants to learn more about how we collect and use personal information.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.