[Hiring] Customer Success Specialist @SonderMind Careers
Mar 19, 2025 - SonderMind Careers is hiring a remote Customer Success Specialist. đź’¸ Salary: $21.64 per hour. đź“ŤLocation: USA.
Role Description
SonderMind is hiring a Customer Success Specialist, who will be tasked with building rapport with our clients and providers in order to provide a world-class customer experience through:
- Researching billing and claims
- Answering general questions from our clients and providers
- Setting expectations related to the SonderMind experience
- Providing basic technical support for use of the SonderMind platform
Customer Success Specialists use customer service and time management skills to complete all tasks in a timely manner and are held accountable to individual metrics. This role receives high form and email volumes and will include responding to emails and forms, as well as making outbound calls. Successful candidates will have call center experience, have worked with commercial insurance and Medicare, and have the ability to communicate effectively with our client and provider group.
What you will do
- Manage high volume of client and provider questions and requisitions in a mix of emails, forms and outbound calls
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Provide accurate, valid, and complete information by using the right method/tools
- Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; and follow up to ensure completion
- Keep records of customer interactions, transactions, comments, and complaints
- Communicate and coordinate with other departments and colleagues
- Maintain a QA average of 85% or higher and a case activity average of 7 cases per hour
- While rare, may encounter distressed clients and connect them with proper resources
What does success look like?
- Within three weeks, fully understand our client and provider journey, understand SonderMind's technology platform and answer basic customer and therapist requests
- Within one month, support most client and provider requests via chat, email, or phone
- Ongoing, ability to effectively answer questions and requests from our customers and effectively hit defined goals and targets
Qualifications
- Experience with healthcare billing support
- Experience handling both inbound and outbound calls in a metric-driven environment
- Proven ability to navigate multiple platforms when working with a caller
- Excellent communication skills both written and verbal
- Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST
Preferred Experience
- Previous call center or billing experience working with insurance and claim processing
- Experience with a ticketing system/sales or CRM systems
- Experience with basic troubleshooting and technical support
Benefits
- The anticipated salary rate for this role will be $21.64 per hour
- A commitment to fostering flexible hybrid work
- A generous PTO policy with accruals starting after your first month of starting
- Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
- Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
- Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events
- Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave)
- 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
- Travel to Denver 1x a year for annual Shift gathering
- Fourteen (14) company holidays
- Company Shutdown between Christmas and New Years
- Supplemental life insurance, pet insurance coverage, commuter benefits and more!
Application Deadline
This position will be an ongoing recruitment process and will be open until filled.
Equal Opportunity
SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
đź’¸
$21.64 per hour
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 19, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
