At Neura Health, we rely on friendly and knowledgeable professionals to interact with prospective customers, help them learn about our services and encourage them to sign up. Weâre looking for a highly skilled membership activation specialist to join our team, managing a large volume of inbound and outbound calls, emails, online chat inquiries and SMS messages. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call, who is also mission-driven, collaborative and results-oriented.
This activation specialist will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for sign-up. As the voice of our company, to prospective customers, the representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping prospective patients.
We have a number of different lines of business, from a direct-to-consumer business where individuals can pay to see a neurologist, to many partnerships with large employers and who provide our services for free to their employees as an employee health benefit. Our product is similar for all users once they sign up, but there are some nuances on pricing and whatâs included for prospective customers that will be different according to which channel or partnership they came from.
In this role you will:
- Handle a large volume of inbound and outbound calls, email, SMS and online chat inquiries in a timely manner
- Follow communication scripts and use knowledge of Neura Healthâs services to go off-script when necessary
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of a callerâs request, including follow-ups with escalation team
- Recommend improvements for systems and processes to boost organizational efficiency and customer satisfaction
Responsibilities
- Memorize scripts explaining Neuraâs services referencing them and FAQs during calls
- Build positive relationships by going above and beyond with prospective customers, ensuring that all questions are handled appropriately
- Identify opportunities for not just answering questions but proactively providing information that would help encourage the person to sign up
- Meet daily or weekly qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality
- Create and maintain a record of daily problems and remedial actions taken, using our database and share this with the team
- Leverage data and insights gathered by the call center to recommend and influence process improvements
- Walk some of our less tech-savvy prospective customers through the sign-up process to ensure they complete the online forms without problems
Required skills and qualifications
- High school degree or equivalent
- 2 years experience working in a call center or customer-support role
- Strong active-listening and verbal-communication skills
- Proficiency in problem-solving
- Ability to multitask and manage time effectively
- Expertise in conflict resolution
- Experience in customer sales
- Culture fit: empathetic, mission-driven, collaborative, precise, transparent, compassionate, results-oriented.
Compensation:
- Annual salary: $45,000-50,000 plus benefits.
- Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.
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