Job Title: Customer Support Representative
Duration: 3 months Assignment
Location: Remote - This role is 100% remote and time-zone flexible (between ET and PST). This role will focus on deliveries - you will need to be available between 8am - 10pm, Mon - Sun.
Work Schedule: The role requires availability for weekend and evening shifts, with a schedule covering Monday to Sunday, but capped at 40 hours per week.

Description
Client is piloting a new offering in the health sector. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate.
This role is focused on Live Operations and will include proactive outbounds to our delivery drivers and merchants to drive exceptional quality.
To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
Note on Logistics
You’ll be a strategic problem solver and become a subject matter expert in all things related to our new product.
You will be the first line of defense, ensuring that client provides an exceptional service experience when something goes wrong.

You’re excited about this opportunity because you will…
- Proactively identify issues and potential failures and implement mitigation tactics
- Address merchant & dasher issues with empathy and urgency
- Spearhead & execute workflows that ensure we meet exceptional SLAs
- Identify trends & communicate findings to the broader teams to improve our processes
- Develop a deep expertise in our product, processes, systems, tools
- Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform

We’re excited about you because…
- You have a Bachelor’s degree or equivalent amount of work experience
- You have 2+ years of work experience in a fast-paced customer service role in technology, hospitality or healthcare - You are a highly-motivated individual that can work independently
- You are a natural problem solver, willing to triage problems that may not have a pre-defined solution
- You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
- You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using client’s brand voice and tone
- You are above average in technological fluency - and are especially comfortable with Google Sheets
Bonus points for... Familiarity with G-Suite, Slack, Atlassian, Salesforce
Previous experience in healthcare

HM Notes:
Summary:
In this meeting, HM discussed the recruitment needs for a new role focused on managing high-risk healthcare deliveries, such as diagnostic specimens. The role requires candidates who are tech-savvy, detail-oriented, and capable of problem-solving, with strong communication skills. Previous hires have struggled with basic computer skills and comprehension, prompting a shift in focus towards candidates with strong soft skills rather than specific healthcare experience. The recruitment process will include live assessments to evaluate candidates' practical skills. The role involves outbound communication with Dashers and merchants, primarily hospitals and laboratories, and requires availability for weekend and evening shifts. The schedule will be fixed, but flexibility is needed to cover operations seven days a week. The hiring timeline aims for candidates to start by mid-August, with potential for contract extensions beyond the initial end date..

Highlights:
1. Healthcare Deliveries: Client is expanding its delivery services to include healthcare specimens like blood and urine samples, which require timely and high-quality delivery due to potential health consequences.
2. Live Operations Role: The company is hiring for live operations roles to monitor orders and assist Dashers with any issues during deliveries.
REQUIREMENTS:
3. Technical Savvy and Attention to Detail: Candidates need to be tech-savvy, able to use computers effectively, and have strong attention to detail, including responding to Slack alerts and comprehending work materials.
4. Problem Solving and Communication Skills: Desired candidates should be creative problem solvers, self-starters, and possess strong written and verbal communication skills.
5. Hiring Challenges: Previous hires have struggled with basic computer skills and comprehension, leading to inefficiencies and the need for extensive training.
6. Candidate Background: Preference for candidates with any type of customer service experience, new graduates as well - even those with administrative, analytical or project coordinator-based backgrounds. Call center experience is not what the manager is looking for.
7. Assessment Process: The hiring process will include a live assessment to evaluate candidates' skills, particularly in communication and problem-solving. 

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $20.00/hr.