Customer Support Representative

We are looking for an empathetic communicator to respond to inquiries from our nurses and facilities. The Customer Support Representative will interact with our customers by phone, chat, incoming cases, and email to ensure the highest quality experience when connecting with us.
This position is a full-time on-site opportunity based in Waltham, MA. 

Please note: This is a non-exempt role that will require 40/hrs per week and qualifies for our standard benefits package.
The hours for this role are set at: Monday - Friday from 6:00 am-3 pm and 12:00 pm - 9:00 pm Eastern Standard Time, with 2 - 15 min breaks and one 30-minute break for lunch.

You will…

• Work in a fast-paced call center environment providing exceptional customer service while acting as the face of connectRN to facilities and nurses 
• Answer and resolve a high volume of inquiries predominantly over the phone
• Maintain detail-oriented records of all calls and cases 
• Serve as a point of escalation and advanced support
• De-escalate critical client situations that arise
• Complete all case documentation in Salesforce in an accurate and timely fashion
• Participate in team and company meetings on a weekly basis
  

You have …

• 3-5 years of experience in a high volume Customer Service or Technical Support position
• Ability to manage inbound calls at the rate of 8+ calls per hour
• Ability to close a combination of phone, chat, web and email cases at the rate of 900- 1000 cases per month
• Willingness to go above and beyond to solve issues
• Commitment to excellent customer service
• Strong interpersonal relations and communication skills (both written & verbal)
• High attention to detail and organization
• Strong computer skills, experience using GSuite, Excel, Word, and Internet based systems (Salesforce experience preferred)
• Ability to work some holidays (paid 1.5x)

You'll get...

• 100% employer-paid premiums for your (and your family's) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insurance
• Health Savings Account with contributions from connectRN of up to $2,000 annually
• Up to 3 weeks accrued PTO
• 401k with match