Customer Service Representative
Pride Health, Waltham, MA, United States
Position Summary
We are seeking an enthusiastic, detail-oriented Customer Experience Representative who thrives in a fast-paced environment and is passionate about supporting families. This role focuses on assisting parents and families throughout their experience with our products and services.
Additional Details Employer: Pride Health
Remote: 100% Remote
Pay range: $14 to $16/hour on W2 as per experience
Contract Length: 6 Months with possibility of extension
Key Responsibilities
Achieve daily, weekly, and monthly performance goals and KPIs.
Adhere to assigned schedules, productivity standards, and outreach protocols.
Conduct inbound and outbound calls to existing customers and leads.
Assist families throughout the service lifecycle, including coordination related to the birthing and delivery process.
Maintain accuracy, integrity, and confidentiality of customer information.
Master product knowledge to accurately communicate service details.
Ensure compliance with standard operating procedures (SOPs) and quality management systems.
Resolve customer inquiries and challenges effectively and professionally.
Handle escalated customer concerns as needed.
Build and maintain strong customer relationships.
Collaborate with cross-functional teams to improve service processes.
Support new-hire training initiatives when required.
Participate in continuous improvement projects within the department.
Required Skills
Exceptional verbal and written communication skills.
Strong organizational and recordkeeping abilities.
Proven ability to meet and exceed KPIs.
Detail-oriented with high accuracy in data entry and documentation.
Experience in inbound and outbound customer service.
Call center environment experience preferred.
Selling and upselling abilities.
Proficiency in CRM systems (e.g., Salesforce, Siebel).
2+ years of customer service or relevant experience preferred.
Bachelor’s degree preferred.
Must be authorized to work in the United States.
Benefits Pride Health offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
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Additional Details Employer: Pride Health
Remote: 100% Remote
Pay range: $14 to $16/hour on W2 as per experience
Contract Length: 6 Months with possibility of extension
Key Responsibilities
Achieve daily, weekly, and monthly performance goals and KPIs.
Adhere to assigned schedules, productivity standards, and outreach protocols.
Conduct inbound and outbound calls to existing customers and leads.
Assist families throughout the service lifecycle, including coordination related to the birthing and delivery process.
Maintain accuracy, integrity, and confidentiality of customer information.
Master product knowledge to accurately communicate service details.
Ensure compliance with standard operating procedures (SOPs) and quality management systems.
Resolve customer inquiries and challenges effectively and professionally.
Handle escalated customer concerns as needed.
Build and maintain strong customer relationships.
Collaborate with cross-functional teams to improve service processes.
Support new-hire training initiatives when required.
Participate in continuous improvement projects within the department.
Required Skills
Exceptional verbal and written communication skills.
Strong organizational and recordkeeping abilities.
Proven ability to meet and exceed KPIs.
Detail-oriented with high accuracy in data entry and documentation.
Experience in inbound and outbound customer service.
Call center environment experience preferred.
Selling and upselling abilities.
Proficiency in CRM systems (e.g., Salesforce, Siebel).
2+ years of customer service or relevant experience preferred.
Bachelor’s degree preferred.
Must be authorized to work in the United States.
Benefits Pride Health offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
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