Customer Operations & Analytics Associate

Luminopia; Boston (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

Luminopia is seeking a Customer Support Specialist in Boston to uphold exceptional service standards for healthcare professionals and patients. The role includes managing customer inquiries, providing insights from analytics, and engaging with practices. This entry-level position is perfect for candidates passionate about healthcare and technology, offering opportunities for growth in a supportive environment.

Qualifications

• Passionate about healthcare and technology intersection.
• Excellent verbal and written communication skills.
• Self-motivated team player eager to grow within the organization.

Responsibilities

• Manage inquiries and concerns through phone calls and emails.
• Collaborate with other departments for customer issue resolution.
• Conduct outreach to practices for potential future engagement.

Skills

Effective Communication

Customer-Centric Approach

Problem-Solving Proficiency

Collaborative Team Player

Adaptability and Flexibility

Attention to Detail

Education

BA/BS from accredited college or university

Tools

MS Office

CRM and Customer Support platforms

Job description

Customer Operations & Analytics Associate

Customer Operations & Analytics Associate

We are seeking a dedicated and empathetic Customer Support Specialist to join our team and provide exceptional service to our valued customers - physicians as well as patients and caregivers. As a Customer Support Specialist, you will play a crucial role in maintaining positive customer relationships by promptly and effectively addressing their inquiries, concerns, and requests via phone calls and emails. Your exceptional communication skills, problem-solving abilities, and genuine desire to assist customers will contribute to our company's reputation for outstanding customer service.

RESPONSIBILITIES:

Customer Relationship Management

• Respond promptly to inbound phone calls and emails from physicians, patients, and caregivers, ensuring a courteous and professional demeanor at all times.
• Listen actively and attentively to customers, understanding their needs, concerns, and questions, and provide accurate and timely solutions.
• Collaborate with, and triage to other departments, such as Sales, Engineering, and Product Development, to ensure seamless communication and problem resolution for customers.
• Utilize the company's CRM system to document customer interactions, issues, and resolutions, maintaining accurate and detailed records.
• Troubleshoot technical and non-technical issues, offering step-by-step guidance and escalating complex problems to appropriate teams when necessary.
• Provide accurate and up-to-date information about company products, services, policies, and procedures to customers.
• Strive to achieve and exceed individual and team performance targets, including response time, resolution rate, and customer satisfaction metrics.

Customer Analytics

• Lead regular and ad hoc analysis and reporting of customer data such as prescriber and patient support analytics.
• Identify patterns and trends in customer inquiries to suggest improvements for products, processes, and customer experience.
• Leverage multiple data sources to generate customer insights and ensure that they are socialized with appropriate internal partners and integrated into strategic planning.
• Continuously stay updated on product features, updates, and industry trends to better serve customers.

Practice Engagement

• Provide support to prescribers and practices seeking information about Luminopia in geographic areas in which a field representative is not available.
• Conduct outreach to optometry and ophthalmology practices via phone and email to identify and validate potential leads for future field engagement.
• Qualify practices based on pediatric patient volume and treatment approaches.

QUALIFICATIONS:

• BA/BS from accredited college or university.
• Passionate about healthcare and the intersection of medicine and technology.
• Excellent verbal and written communication skills.
• Self-motivated team player seeking to grow with the organization and take on responsibilities outside of initial job description.
• Proficient in MS Office and able to learn how to work with CRM and Customer Support platforms.
• Comfortable in a fast-paced small company environment with minimal direction and able to adjust workload based upon changing priorities.

KEY COMPETENCIES FOR SUCCESS:

• Effective Communication: Exceptional verbal and written communication skills, with the ability to convey information clearly, listen actively, and provide articulate responses to customer inquiries.
• Customer-Centric Approach: Demonstrated empathy, patience, and a strong customer-focused mindset, ensuring customer needs are understood and addressed with professionalism.
• Problem-Solving Proficiency: Strong analytical and critical-thinking skills to identify, troubleshoot, and resolve both technical and non-technical issues while providing step-by-step guidance.
• Collaborative Team Player: Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and coordination to resolve customer concerns.
• Adaptability and Flexibility: Willingness to work independently and adapt to changing priorities and varied shifts, including weekends and holidays, as required by our customer support hours.
• Attention to Detail: Strong organizational skills and keen attention to detail, enabling accurate documentation and precise issue resolution.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Biotechnology

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