Note: The job is a remote job and is open to candidates in USA. Fullscript is an industry-leading health technology company focused on improving patient care through innovative tools and solutions. They are seeking a Customer Support Specialist - Labs to provide exceptional service to practitioners and patients, ensuring satisfaction and fostering meaningful relationships. The role involves proactive assistance, effective communication, and a commitment to maintaining high service metrics.
Responsibilities
- Complete about 25 contacts per day (average of 125 per week)* across all channels
- Maintain a CSAT of >90%*
- Maintain a QA score of >90%*
- Maintain a wrap up time of <3 min*
- Assist customers through all channels with a friendly and professional attitude
- Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers
- Willingness to jump in with a positive attitude to support your team or any customer needs
- Stay on top of the most up to date information as the labs product evolves to accurately support customer needs
- Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams
- Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead
- Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help
- Going above and beyond with each interaction to leave our customers delighted
- Eager to collaborate and support team members
- Master all lab knowledge as the product offering evolves
- Open to coaching and feedback
- Meeting all metrics as defined above
Skills
- Must be flexible to work every 4th weekend
- Complete about 25 contacts per day (average of 125 per week) across all channels
- Maintain a CSAT of >90%
- Maintain a QA score of >90%
- Maintain a wrap up time of <3 min
- Assist customers through all channels with a friendly and professional attitude
- Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers
- Willingness to jump in with a positive attitude to support your team or any customer needs
- Stay on top of the most up to date information as the labs product evolves to accurately support customer needs
- Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams
- Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead
- Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help
- Going above and beyond with each interaction to leave our customers delighted
- Eager to collaborate and support team members
- Master all lab knowledge as the product offering evolves
- Open to coaching and feedback
- Meeting all metrics as defined above
Benefits
- Flexible Paid Time Off program
- Fullscript’s RRSP match program
- Stock Options
- Customizable benefits package (medical, dental, vision) with HSA
- Discount on Fullscript catalog of products for family & friends
Company Overview
Fullscript is a supplement dispensing platform and patient adherence tool that supports practitioners at the point of care and beyond. It was founded in 2011, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 501-1000 employees. Its website is http://fullscript.com/.