Customer Support Specialist III

Sleep Doctor; Jacksonville Beach (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Support Specialist to enhance the customer experience in the sleep health industry. This role involves troubleshooting complex issues, leading customer service initiatives, and providing expert guidance on sleep products. You will play a pivotal role in ensuring customer satisfaction and loyalty while collaborating with a dynamic team. If you are passionate about helping others and have a knack for problem-solving, this is the perfect opportunity to make a meaningful impact in a growing organization dedicated to improving lives through better sleep.

Benefits

Medical Insurance

Vision Insurance

Dental Insurance

401(k) with Matching Contributions

Paid Time Off

Qualifications

• Experience in direct-to-consumer customer service as a team lead.
• Deep understanding of sleep health disorders and DME.

Responsibilities

• Serve as the primary point of contact for escalated customer concerns.
• Analyze customer feedback to identify service enhancement opportunities.

Skills

Customer Service

Problem Solving

Communication Skills

Empathy

Attention to Detail

Education

Certification as RPSGT, RRT, or CRT

Tools

Zendesk

Salesforce

Job description

Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct-to-consumer sleep product essentials that solve sleep challenges and improve well-being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (SleepDoctor.com, SleepFoundation.org, SleepApnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health-transforming sleep habits. To learn more about Sleep Doctor, visit SleepDoctor.com.

About the Role

This position reports to Sleep Doctor’s Director, Support Operations and will be located in Jacksonville Beach, FL.

What You'll Do

• Serve as the primary point of contact for escalated customer concerns, complaints, and issues, employing advanced problem-solving techniques, conflict resolution skills, and diplomacy to achieve swift and satisfactory resolutions.
• Conduct in-depth analysis of escalated customer service issues, implementing strategic solutions for improvement.
• Provide expertise in troubleshooting and resolving complex issues related to DME (PAP + Alternative Sleep Apnea Therapy Equipment), serving as a resource for all Customer Service team members.
• Lead by example in handling customer complaints and escalations, demonstrating empathy, professionalism, and effective problem-solving skills in resolving issues and ensuring customer satisfaction.
• Lead initiatives to identify, develop, and implement process improvements and best practices for customer service operations, streamlining workflows, enhancing efficiency, and maximizing customer satisfaction.
• Analyze customer feedback, trends, and data to identify opportunities for service enhancement, customer retention, and revenue growth, providing insights and recommendations to inform strategic decision-making.
• Manage communication across all channels (phone, email, SMS, chat, social media), demonstrating exceptional communication skills and the ability to effectively convey complex information and resolve issues with clarity, empathy, and professionalism.
• Provide escalated support to customers with complex inquiries or issues regarding Home Sleep Test purchases, Durable Medical Equipment (DME), and Sleep Doctor products and services.
• Become an expert in internal and partner software platforms.
• Become an expert in all non-standard processes for complex products.
• Address and resolve customer concerns, complaints, and issues in a timely and professional manner.
• Become an expert in the entire Sleep Doctor Home Sleep Test customer journey.
• Provide information and assistance related to the Home Sleep Test process, guiding customers through each step.
• Review and process orders for Home Sleep Tests and Durable Medical Equipment (DME) efficiently and accurately
• Help potential customers resolve their issues across all Sleep Doctor owned properties, including Sleepfoundation.org and Sleepapnea.org.
• Review and monitor prescription submissions for DME items, ensuring accuracy and compliance with regulations.
• Ensure compliance with all relevant regulations and standards governing the healthcare and medical device industry.
• Proactively reach out to customers who may be at risk of churning, and implement retention strategies to ensure their continued satisfaction and loyalty.
• Ensure all documentation and medical records are accurately recorded in the customer's file.
• Collaborate with the entire customer service team and cross-functional partners effectively, ensuring organization and proper documentation at all times.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Provide leadership, guidance, and mentorship to Tier 1 and Tier 2 Customer Service Representative;, offering support, training, and coaching to enhance their skills, knowledge, and performance.

What We Are Looking For

• Previous experience in a direct-to-consumer customer service role as a team lead or escalation tier role.
• Certification or previous certification as an RPSGT, RRT, or CRT is a huge bonus.
• Deep understanding of Obstructive Sleep Apnea, Central Sleep Apnea and other sleep health disorders.
• Familiarity with the most popular Auto-CPAP, BPAP and ASV machines, as well as alternative Sleep Apnea treatments.
• Proficiency in helpdesk software like Zendesk, FreshDesk, Kustomer, or Help Scout with the ability to learn new systems quickly.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Exceptional interpersonal skills.
• Ability to actively listen to customers and empathize with their needs.
• Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
• Familiarity with customer relationship management (CRM) tools like Zoho or Salesforce is a plus.
• Fluency in languages in addition to English is advantageous but not required.

Attributes:

• Customer-centric mindset with a genuine desire to assist and support customers.
• Intellectual curiosity and a desire to learn and improve professionally every day.
• Natural ability to be a mentor and raise the standards of those around you.
• Ownership mentality. If you see something that needs to get done, you do it.
• Patience and resilience in dealing with challenging situations.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
• Team player with the ability to collaborate effectively with colleagues.
• A high level of adaptability. Things will change. There will be bad days. It’s the responsibility of all Customer Service Representatives to adapt to an ever-changing startup environment.
• Maintain a ”controller” mindset and always look to solve the customer’s issue in the simplest way possible.
• Ability to think critically and “read between the lines”.
• A mindset of intellectual curiosity and a desire to continue learning and growing professionally.

Who We Are

• We play an important role in the health & wellness decisions of our audiences, and it’s a responsibility we don’t take lightly. We invest thoughtfully to provide the most expert-driven, audience-first experience
• We embody rapid, sustainable growth. Run into a challenge or a new opportunity? Everyone on the team rolls up their sleeves and digs in
• We’re going to push you to ask big questions and find bold answers. Everyone has a seat at the table, regardless of their title or job description
• We love a good celebration! We enjoy what we do because of who we do it with, and take time to celebrate every win – whether ours or a teammate’s

Compensation Range

$23-$25 per hour. Note that final compensation is subject to the candidate’s specific qualifications, as well as the needs of the company.

The Company currently provides medical, vision, and dental insurance with 100% of the employee medical, vision, and dental premiums covered by the Company. There is an option to participate in both a medical FSA and dependent care FSA. We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary. You will be eligible for Paid Time Off in accordance with the company’s policies. Our Seattle-based employees will receive commuter benefits.

Sleep Doctor is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants.

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Imagine you are a Customer Support Specialist for Sleep Doctor. You receive an email from a customer who is experiencing difficulties with their PAP machine, citing issues with mask fit and discomfort during use. They are seeking guidance on how to adjust the mask properly and alleviate discomfort. Write a response to the customer addressing their concerns, providing detailed instructions on adjusting the mask for optimal fit, and offering additional tips to enhance their comfort and overall experience with the PAP machine. Do not copy and paste from ChatGPT or any other AI chatbot. *

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