Symplast – A leader in Mobile Practice Management for Aesthetic and Medspa Software seeks addition to the team.
Symplast is a rapidly growing company specializing in software solutions aimed at improving patient/doctor relationships while having complete oversight/control of the many facets of delivering best service to patients. We are in need to expand our great team aimed at servicing customers remotely by problem-solving daily customer issues and improving the product by attentively listening, documenting and escalating items as they are communicated by the customer.
A Symplast Customer Service Representative (CSR) is responsible for providing effective customer service for all customers by using knowledge of company products and services. A CSR interacts with Symplast customer through two main avenues, although other avenues are being added as service needs change. First a CSR manages a Salesforce ticket queue of incoming emails from customers and provides support to users by identifying the problem(s), researching answers, and guiding customers through corrective steps. Secondly, CSR take calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems. Customer Service Representatives know how to diffuse a tense situation and do everything within reason to quickly and effectively resolve the issue.
Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face” of the company to the customers. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, a Customer Service Representative can solve the issue and provide a positive customer experience. This experience is what sets Symplast apart in the industry.
This position is full-time (40 hours/week) Monday - Friday; with a monthly rotating Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours (9:00am - 9:00pm EST). It may be necessary to work occasionally outside of regular hours, given business needs and as part of a weekend on-call rotation.
The Customer Service Representative role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the customer’s cloud configuration, status, and potential options. To do this, you’ll need to navigate across multiple data resources which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the customer. You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Candidate must have/be able to:
- Problem-solving skills, and the ability to think under pressure.
- Manage and prioritize multiple concerns simultaneously.
- Provide appropriate and correct information customers and provide accurate product knowledge requests in those cases where the answer may not be readily available. You must be able to follow up on customer support cases daily.
- A positive attitude, even when faced with misplaced criticism or frustration.
- The ability to learn quickly and move on from both success and failure.
- Work closely with the Technical Support Department to resolve technical issues.
- Provide timely feedback to company management regarding challenges or customer concerns.
- Listen, document, and help resolve conflicts with customers.
- Improves client references by writing and maintaining documentation.
- Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.
- Commitment to continual education about the company, products, and services.
- Provide learning for customers about general usage, best practices, and new features.
Preferred Candidate Experience
- 3+ years previous customer service experience in a business-to-business and/or SaaS setting
- Aesthetic healthcare industry knowledge/experience
- Ability to work independently
- Computer experience and aptitude
- CRM experience, preferably Salesforce experience
- Previous experience with corporate phone systems or switchboard
- Patience in dealing with confused or irate customers
- Detail oriented/process driven – driven to follow up
Telecommunication Requirements
- South Florida applicants preferred
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a high-speed internet connection or leverage an existing high-speed internet service