Customer Service Representative

Daybreak; Los Ángeles; Presencial; MXN 896,000; Jornada completa

Descripción de la vacante

A health technology firm is seeking a dedicated Patient Care professional to enhance customer experiences with our dental sleep device. This role requires excellent communication skills and a customer-focused mindset. You will engage with customers, assist them through the onboarding process, and identify areas for improvement. Ideal candidates should have a minimum of 2 years of experience in customer support, preferably in DTC or e-commerce environments. Compensation includes a base salary plus commission.

Formación

• 2+ years in a role with a focus on sales and/or customer support.
• Experience using Salesforce for customer support.

Responsabilidades

• Support customers with excellent customer service.
• Act as a front-line agent addressing patient concerns.
• Ensure smooth patient journey from device fit to optimization.
• Drive business growth through positive patient reviews.
• Share patient feedback to improve processes.

Herramientas

Salesforce

Descripción del empleo

About Daybreak

We help millions breathe easier at night — so they can sleep better and live healthier. Our custom-fit sleep apnea dental device empowers patients to take control of their health by allowing doctor-directed care to unfold completely at home. We are committed to making the path to better health as convenient as possible by guiding every step, from virtual doctor visits to insurance billing. With Daybreak, better sleep isn’t just a dream. It’s a reality. (thedaybreak.com)

Our Patient Care Team helps patients complete their orders and ensure they are enjoying the benefits of better sleep quality with their custom-fit dental device. You will build relationships, monitor patient treatment progress, and quickly resolve issues. Above all, the Patient Care Team is the eyes & ears of the organization and is responsible for delivering outstanding customer experience.

Responsibilities

• Support customers with excellent customer service, answering their questions and facilitating a smooth experience with Daybreak
• Act as a front-line agent, addressing concerns of patients through various channels, including phone, email, and SMS.
• Ensure patients have a smooth journey from device fit to optimization.
• Drive business growth through getting patients to leave Google/Facebook reviews, suggesting referrals, and driving upsells of optimized patients.
• Drive systematic improvements by sharing key patient feedback with key stakeholders.

Attributes & Qualifications

• Customer-obsessed: Demonstrates a strong commitment to understanding customer needs and creating outstanding customer experiences.
• Excellent Communication: Enjoys engaging with customers and has excellent email and text writing skills
• Total ownership mindset: Driven to bring every customer through the onboarding experience and improve the process.
• Curious: Capable of handling challenging customer interactions by maintaining a professional and empathetic attitude.
• High achiever motivated by excellence.
• Superior communication and interpersonal skills.
• Comfort with ambiguity. Ability to quickly adapt & prioritize in a fast-paced, rapidly changing environment.
• Strong problem-solving abilities with a focus on customer satisfaction.
• Proficiency in CRM software (Salesforce) and call center systems.

Preferred Experience

• 2+ years in a role with a focus on sales and/or customer support (bonus if in a DTC or e-commerce setting).
• Experience using Salesforce for customer support.

Compensation is base salary ($52k paid hourly) + commission