EverHealth - Customer Service and Support Associate (Remote, US)

EverCommerce; Denver (CO); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading service commerce platform is seeking a Customer Service and Support Associate to join their remote team. This role focuses on providing exceptional support for the iSalus product, assisting clients with inquiries, and resolving issues effectively. Candidates should have experience in customer service, particularly in healthcare, and possess strong communication skills. The position offers flexible work arrangements and a competitive hourly rate.

Benefits

Flexible work arrangements

Health and wellness benefits

401k matching

Generous time-off

Employee Stock Purchase Program

Qualifications

• At least 1 year in a customer-facing support or customer service role.
• Experience troubleshooting or providing technical support.
• Experience in a healthcare setting preferred.

Responsibilities

• Manage incoming phone calls and chats, creating customer tickets.
• Provide software support for urgent inbound tickets.
• Identify root causes of client issues and guide clients through solutions.

Skills

Customer focus

Problem-solving

Communication

Time management

Organizational skills

Tools

Salesforce

Azure DevOps

Job description

EverHealth - Customer Service and Support Associate (Remote, US)

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At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. Learn more about our Company, Culture, and Values here: https://careers.evercommerce.com/us/en

We are seeking a Customer Service and Support Associate to focus on our iSalus product.

iSalus is part of the EverHealth vertical of EverCommerce. Our mission is to build a technology platform that enables medical practices of all sizes to make care more informed, personalized, interactive, and adaptable. Our platform has been used by thousands of physicians who have provided care to millions of patients. Our products are customizable for any medical practice and support third-party integrations via a robust API. Our passionate team and innovative healthcare solutions make us a leading player in the EHR industry, driven by our philosophy: “more time with patients, less time doing paperwork.” The Customer Service and Support Associate acts as a liaison with clients, providing product information, answering questions, and resolving client concerns within various SaaS solutions.

Responsibilities include:

• Managing incoming phone calls and chats, creating customer tickets, and achieving metric goals aligned with company OKRs.
• Providing software support by professionally responding to urgent inbound tickets, chats, and calls, tracking issues at various stages.
• Identifying root causes of client issues and guiding clients through solutions clearly and efficiently.
• Supporting clients on the web and mobile versions of the iSalus platform, including iOS features and partner integrations.
• Proactively identifying clients with recurring issues and opportunities for escalation.
• Using internal tools to manage issues across departments.
• Collaborating with multiple teams to analyze and resolve client issues.
• Gathering and sharing customer feedback to improve products and services.
• Recommending improvements to leadership for enhancing customer experience.
• Maintaining knowledge of client accounts in coordination with the account management team.
• Researching and resolving inquiries using company applications and tools.
• Providing excellent customer care by assessing needs and delivering appropriate solutions.
• Participating in the development and improvement of the company knowledge base and team resources.
• Striving to meet and exceed personal and team targets.

Skills and experience needed:

• At least 1 year in a customer-facing, support, or customer service role.
• At least 1 year troubleshooting or technical support experience.
• At least 1 year in a healthcare setting.
• Ability to manage high client volumes.
• Strong time management, organizational, and project management skills.
• Positive, proactive attitude towards challenging situations.
• Exceptional listening, attention to detail, and communication skills.
• Ability to prioritize and work independently.
• Experience working with multicultural and virtual teams.
• Strong customer focus, empathy, and problem-solving skills.
• Experience with Salesforce and Azure DevOps is a plus.

Location and other details:

• This role is remote and can be based anywhere in the U.S.
• Must be eligible to work without sponsorship.
• Potential travel to Denver, CO, or other locations may be required.

Benefits include flexible work arrangements, health and wellness benefits, 401k matching, generous time-off, and an Employee Stock Purchase Program.

Compensation: The target hourly rate is $18.00 - $20.00 USD, depending on location and experience.

EverCommerce is an equal opportunity employer committed to diversity and inclusion.