Customer Service Representative (CSR)
10 hours ago
Manhattan, New York
Job Title: Customer Service Representative
Company: Monument
Location: Hybrid / New York
Job Type: Hourly About Us:
Monument is a leading provider of virtual treatment for alcohol use disorder, committed to delivering high-quality medical care and therapy to patients from the comfort of their homes. We strive to innovate and improve the accessibility and affordability of care to the estimated 30 million Americans who struggle with their drinking.
Job Summary:
We are seeking a dedicated and tech-savvy Customer Service Representative to join our team. This role involves addressing customer and clinician concerns, providing exceptional support, and ensuring a seamless experience for all users of our telehealth platform. The ideal candidate will be proficient with technology and possess strong problem-solving skills to effectively resolve challenges. Key Responsibilities: Member Support:
Respond to patient inquiries via phone and email
Assist customers with account setup, troubleshooting, and navigating the Monument
Address and resolve customer issues promptly and accurately, ensuring high customer satisfaction. Clinician Support:
Provide technical assistance to clinicians using Monument
Facilitate communication between clinicians and patients as needed.
Assist with scheduling, documentation, and other administrative tasks. Technical Assistance:
Support troubleshooting and resolving technical issues related to the Monument platform.
Guide customers and clinicians through technical processes and procedures.
Escalate complex technical issues to the appropriate department. Problem Solving:
Identify common issues and trends, providing feedback to improve services.
Collaborate with team members to develop solutions to recurring challenges.
Maintain a thorough understanding of the telehealth platform and related technologies. Documentation and Reporting:
Document all customer interactions and technical issues accurately in the CRM system.
Generate reports on customer service metrics and trends.
Provide insights and recommendations based on customer feedback. Qualifications:
High school diploma or equivalent; associate or bachelor’s degree preferred.
Proven experience in customer service or technical support roles.
Strong understanding of telehealth services and related technologies a plus, but not required.
Excellent communication skills, both written and verbal.
Ability to multitask and manage time effectively in a fast-paced environment.
Familiarity with CRM systems and customer support software. Skills:
Proficiency with Mac/PC, mobile devices, and technology platforms.
Ability to explain technical concepts to non-technical users.
Empathy and patience in handling customer and clinician concerns.
Strong organizational skills and attention to detail.
Ability to work independently and as part of a team. Benefits of Working at Monument:
Opportunities for career growth and development.
Flexible working hours and remote work environment.
Supportive and collaborative team culture. How to Apply:
Interested candidates should submit their resume and a cover letter detailing their relevant experience and why they are a good fit for this role.
