[Remote] Customer Support Specialist - Labs

Note: The job is a remote job and is open to candidates in USA. Fullscript is an industry-leading health technology company focused on improving patient care through innovative tools and solutions. They are seeking a Customer Support Specialist - Labs to provide exceptional service to practitioners and patients, ensuring satisfaction and fostering meaningful relationships. The role involves proactive assistance, effective communication, and a commitment to maintaining high service metrics.

Responsibilities

• Complete about 25 contacts per day (average of 125 per week)* across all channels
• Maintain a CSAT of >90%*
• Maintain a QA score of >90%*
• Maintain a wrap up time of <3 min*
• Assist customers through all channels with a friendly and professional attitude
• Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers
• Willingness to jump in with a positive attitude to support your team or any customer needs
• Stay on top of the most up to date information as the labs product evolves to accurately support customer needs
• Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams
• Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead
• Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help
• Going above and beyond with each interaction to leave our customers delighted
• Eager to collaborate and support team members
• Master all lab knowledge as the product offering evolves
• Open to coaching and feedback
• Meeting all metrics as defined above

Skills

• Must be flexible to work every 4th weekend
• Complete about 25 contacts per day (average of 125 per week) across all channels
• Maintain a CSAT of >90%
• Maintain a QA score of >90%
• Maintain a wrap up time of <3 min
• Assist customers through all channels with a friendly and professional attitude
• Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers
• Willingness to jump in with a positive attitude to support your team or any customer needs
• Stay on top of the most up to date information as the labs product evolves to accurately support customer needs
• Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams
• Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead
• Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help
• Going above and beyond with each interaction to leave our customers delighted
• Eager to collaborate and support team members
• Master all lab knowledge as the product offering evolves
• Open to coaching and feedback
• Meeting all metrics as defined above

Benefits

• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends

Company Overview