About this role
Mission of the role
This role plays an integral part in creating an exceptional experience for our patients and is focused on providing knowledgeable, empathetic, and timely resolutions via email, chat & phone communications. Other responsibilities for this position include general administrative and operational support functions to drive the performance of the team and collaborate effectively with other departments across the company.
The ideal candidate for this position loves helping others, exudes an optimistic mindset, and has the ability to thrive in a fast-paced, ever-changing work environment. We are looking for an individual who is self-motivated, detail-oriented, and passionate about customer service. This person must be able to work a flexible schedule.
Essential Functions and Impact Areas
Deliver empathetic, personalized, detail-oriented solutions to our patients via Customer Success channels of communication (incl. Email, SMS, Live Chat, Phone & Social)Practice active listening, patience, and empathy when addressing patient needsUse problem-solving and analytical skills to follow proper steps, complete tasks, and communicate correct information to patientsTroubleshoot and creatively resolve patient issues with the utmost care and respectMaintain knowledge of Curology product offerings and Customer Success best practicesCollaborate with team members to provide the optimal patient experienceShare patient feedback and insights to team members and leaders in order to continuously improve and evolve the patient experienceMeet productivity, customer satisfaction and quality standards as outlined by leadershipBuild effective cross-functional partnerships required to support a seamless patient experienceExude a positive mindset to promote a happy team culture and an outstanding patient experienceRequirements
Competencies and Skills
Ability to work in an office work environment, sitting at a deskEvening and weekend hours requiredExcellent interpersonal communication and comprehension skillsRequired to protect patient confidentiality and other recordsAbility to quickly learn new software programs and systemsOutstanding problem-solving abilitiesSelf-disciplined and motivated to achieve goalsMaintains an upbeat and enthusiastic attitude, even under pressureDemonstrates commitment to fostering a highly supportive and collaborative workplace culturePrevious experience handling a high volume of customer support tickets via email or other written communication preferred2+ years of experience in a customer service focused environment preferred
Nice-to-Haves (If applicable):
Previous experience handling a high volume of customer support tickets via email or other written communication preferred2+ years of experience in a customer service focused environment preferred
Physical Characteristics of Work Environment:
Office-based work environmentTyping and computer usage throughout the dayMust lift and carry a minimum of 15 lbsNo travel requirementsBenefits
Benefits & Perks:
💰 Competitive compensation💜 Employee donation matching program🫱🏻🫲🏽 Culture Committee and employee resource groups for virtual and in-person connectivity✨ Complimentary VIP Subscription to Curology or Agency, plus online retail discountThe hourly rate for this role is $20/hour.
Our Typical Interview Process*:
*Subject to change based on role
30 minute Recruiter screen (phone)30-45 minute interview with a Hiring Manager (Google Meet or Zoom)30-45 minute technical assessment, case study, or peer interview(s) (Google Meet or Zoom)30-45 minute final round interview with Hiring Manager or Team Leader (Google Meet or Zoom)
Candidates Using AI:
At Curology, we invest in responsible use of AI tools to help our teams innovate and solve challenges. Please feel free to use AI to:
Refine and polish your application materialsResearch Curology and the rolePrepare for your interviews
Please refrain from using AI tools during live interviews, unless our hiring team has instructed you otherwise. (Note: These guidelines do not apply to reasonable accommodations. If you require a reasonable accommodation at any point during our interview process, please notify your recruiter.)
Curology’s Operating Principles:
One Curology, One TeamBe Candid, Then CommitLead with CuriosityTrust but VerifyUse Peripheral VisionMove Quickly, Think DeeplyProtect Trust at Every Touchpoint
Equal Employment Opportunity: Curology provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind. Employment decisions are made without regard to race, color, religion, creed, ancestry, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, genetic information, disability status, military or veteran status, or any other characteristic protected by federal, state, or local law.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Curology is committed to creating an inclusive environment where all team members feel welcomed, supported, and empowered to do their best work.
Fair Chance Statement: In accordance with the San Francisco Fair Chance Ordinance and other applicable laws, Curology will consider qualified applicants with arrest and conviction records for employment in a manner consistent with those requirements.
CCPA Notice: As required under the California Consumer Privacy Act (CCPA), applicants residing in California can review our Privacy Notice to California Employees, Contractors and Applicants to learn more about how we collect and use personal information.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.