Customer Success Agent – Tier 1
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Job Description
Customer Success Agent assisting patients with inquiries and support through phone interactions. Focusing on maintaining high-quality patient experience and resolving routine inquiries in a remote setting.
Responsibilities:
- Answer inbound patient calls in a timely, professional manner
- Make outbound calls for follow-ups and issue resolution as needed
- Assist patients with order status and shipping updates
- Billing and payment inquiries
- Account updates
- General non-clinical medication guidance
- Document all call details in the CRM
- Meet or exceed established KPIs, including call quality scores and first call resolution
Requirements:
- High school diploma or equivalent
- 1+ year of call center or phone-based customer service experience
- Reliable high-speed internet and dedicated home workspace
- Ability to work scheduled shifts in a remote setting
Benefits:
- medical, dental, and vision coverage with strong employer contribution
- FSA and HSA options (with potential employer contributions)
- 401(k) with company match
- generous paid time off
- paid parental leave
- mental health and family-planning support
- access to professional development resources
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