Customer Support Representative

Parsley Health, Inc.; Remote; USD 50,000 - 51,000; Full time

Job summary

A leading digital health company is looking for a Customer Support Representative to enhance member satisfaction through excellent service. This role involves managing inquiries via email, SMS, and phone, with responsibilities including resolving member complaints and conducting onboarding calls. Candidates should have at least one year of experience in a client-facing role, a strong customer-service approach, and excellent communication skills. This position offers competitive compensation and flexible remote work options.

Benefits

Equity Stake

401(k) + Employer Matching

Complimentary Health membership

Subsidized Medical, Dental, and Vision insurance

Generous flexible time off

Annual wellness stipend

Qualifications

• At least one year of relevant work experience in a client/patient-facing role.
• Healthcare tech/start-up experience preferred.
• Ability to resolve issues confidently over the phone.

Responsibilities

• Provide exceptional member service through accurate responses to inquiries.
• Maintain ownership of member issues from start to resolution.
• Follow up to ensure member satisfaction.

Skills

Empathetic customer-service approach

Excellent oral and written communication skills

Detail-oriented mindset

Proactivity and autonomy

Tools

Call management systems (Just Call, HelpScout)

Job description

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

As a Customer Support Representative, you will provide a high level of customer service to Parsley Health Members by corresponding to inquiries both via email, SMS, and over the phone, performing onboarding calls, managing cancellation requests, answering questions about the Program, and resolving member complaints in a professional and timely manner. This role works closely with our clinical and sales departments to ensure member satisfaction and loyalty.

Location & Schedule:

We are seeking candidates to work remotely Monday through Friday, 8:30AM-5:00PM PST, so MST or PST candidates are highly preferred.

What you’ll do:

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform.
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations and attempt to retain members
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• Other duties as assigned

What you’ll need:

• At least one year of relevant work experience in a one-to-one client/patient-facing
• Healthcare tech/start-up experience preferred
• An empathetic customer-service approach that ensures your members feel heard and cared for
• Call management system experience preferred (i.e., Just Call, HelpScout)
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks
• Proactivity, autonomy, and commitment to excellence in your work
• Comfort with autonomy and a passion to take initiative
• Flexibility as roles and responsibilities are subject to change and new ones may be assigned
• Ability to work from home in a quiet space to conduct phone calls.

Benefits and Compensation:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous flexible time off plan
• Annual wellness stipend

Parsley Health is committed to providing an equitable, fair and transparent compensation program for all employees.

The hourly rate for this role is $24.25/hour ($50,440 annually), depending on skills and experience. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with candidates during the process.

At Parsley Health we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members.

Hiring Process Note:

In light of recent increase in hiring scams, if you're selected to move onto the next phase of our hiring process, a member of our Talent Acquisition team will reach out to you directly from an @parsleyhealth.com email address to guide you through our interview process.

Please note:

• We will never communicate with you via Microsoft Teams
• We will never ask for your bank account information at any point during the recruitment process, nor will we send you a check (electronic or physical) to purchase home office equipment

We look forward to connecting!