AI-Driven Customer Care Specialist

iRhythm Technologies, Inc.; Illinois; On-site; USD 42,000 - 64,000; Full time

Job summary

iRhythm Technologies, Inc. is seeking a Customer Care Advocate to serve as the primary contact for customers across voice, chat, SMS, email, and digital channels.

You will resolve issues with empathy, balance regulatory requirements with business goals, and own cases from start to finish. As part of a digitally evolving team, you’ll leverage AI-enabled tools and knowledge resources to improve customer outcomes and operational efficiency while maintaining high-quality documentation and

Qualifications

• High school diploma or equivalent required.
• 2+ years of customer service or related experience.
• Ability to work across voice, chat, SMS, email and other digital channels.
• Experience using AI-enabled tools or digital workflows to improve productivity.

Responsibilities

• Serve as the primary contact for customer inquiries across multiple channels.
• Resolve issues with empathy and first-contact resolution when possible.
• Navigate complex situations balancing customer experience with compliance and business goals.
• Take ownership of issues from initial contact through resolution with timely follow-up.
• Escalate when needed and collaborate with internal teams to achieve positive outcomes.
• Leverage AI-enabled tools to improve productivity while validating recommendations.

Skills

Customer service

Multichannel support

AI tools familiarity

Communication skills

Attention to detail

Problem solving

Education

High school diploma

Associate's or Bachelor's degree (preferred)

Tools

CRM systems

Case management

Healthcare systems

Job description

iRhythm Technologies, Inc. is seeking a Customer Care Advocate to serve as the primary contact for customers across voice, chat, SMS, email, and digital channels.

You will resolve issues with empathy, balance regulatory requirements with business goals, and own cases from start to finish. As part of a digitally evolving team, you’ll leverage AI-enabled tools and knowledge resources to improve customer outcomes and operational efficiency while maintaining high-quality documentation and