Specialist, Customer Experience

Summary

Zocdoc is a digital health marketplace that helps patients find and book healthcare. The Specialist, Customer Experience role provides exceptional service to healthcare provider accounts through calls, emails, and chat, while upselling features, offering tailored solutions, resolving issues, and improving the provider experience.

Responsibilities

• Providing best-in-class customer service experiences to our healthcare provider partners through calls, emails, and chat, proactively upsell features, and make it easy for customers to utilize Zocdoc's services effectively
• Seeking opportunities to make using Zocdoc easy for our providers through multiple channels, streamlining their interactions and improving their overall experience
• Acting as the voice of Zocdoc, treating each interaction as a chance to create lasting positive impressions, offer proactive solutions, and humanize the connection between our product and our users. Resolving issues promptly and effectively
• Developing a deep understanding of Zocdoc's platform and services, inspiring engagement by demonstrating the value we bring to our users through multiple support channels
• Maintaining accurate records of all interactions, ensuring that our commitment to making healthcare easy is consistently upheld, regardless of the communication method

Skills

• Super-positive and empathetic: you see the best in people and know how to bring it out
• A team player, who enjoys working in a highly collaborative (and extremely fun!) team environment
• Passionate about bringing solutions to providers
• Excited to learn new techniques and systems
• Excellent communication and interpersonal skills, both in verbal and written form
• Customer service experience, preferably in a healthcare or technology-related field
• Strong problem-solving abilities and adaptability in a fast-paced environment
• Exceptional organizational skills and attention to detail
• Dedication to delivering best-in-class customer service and promoting Zocdoc's mission

Qualifications

Must Haves

• Super-positive and empathetic: you see the best in people and know how to bring it out
• A team player, who enjoys working in a highly collaborative (and extremely fun!) team environment
• Passionate about bringing solutions to providers
• Excited to learn new techniques and systems
• Excellent communication and interpersonal skills, both in verbal and written form
• Customer service experience, preferably in a healthcare or technology-related field
• Strong problem-solving abilities and adaptability in a fast-paced environment
• Exceptional organizational skills and attention to detail
• Dedication to delivering best-in-class customer service and promoting Zocdoc's mission

Benefits

• Flexible work environment
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• 401(k) with employer funded match
• Corporate wellness program with Wellhub
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Certain positions are also eligible for variable pay and/or equity