Client Support Specialist
About The Position
BetterRX, a growing software-as-a-service healthcare company, is seeking a Client Support Specialist to join its Client Experience Team. The Support Team aims to respond promptly to client requests and provide high-quality resolutions with attention to detail. This highly visible role supports hospices and pharmacies through inbound and outbound calls and close collaboration with clients and internal cross-functional teams. The role contributes to client satisfaction, retention, and the company’s reputation for excellence. BetterRX is an AI-forward organization that uses AI tools where they can be applied safely and responsibly to improve the speed and quality of work. The position is full-time, non-exempt, and remote in the USA. It reports to the Head of Client Support and pays $21.00–$22.00 per hour. The work schedule is Monday through Friday, with a nine-hour shift scheduled between 8 a.m. and 8 p.m. Eastern Time and a one-hour lunch. During the first month of training, the schedule is Monday through Friday, 9 a.m.–6 p.m. Eastern Time. The role may require rotating weekends, holidays, and on-call shifts, as well as travel to internal company retreats twice annually.
Requirements
- Energetic, organized, and enjoys working with people.
- Proven success troubleshooting and problem-solving over the phone.
- Ability to build relationships with people with varied personality types while remaining professional and calm with difficult or upset clients.
- Self-driven and motivated, with a desire to succeed and grow in a fast-paced, changing environment.
- Excellent oral and written communication skills, including the ability to explain difficult concepts simply.
- Resourceful and well organized, with meticulous follow-up.
- Quick learner in software environments.
- Proficient with MS Office, including Word, Excel, and PowerPoint.
- Ability to work remotely in a quiet home office with reliable, high-speed Internet access.
- Ability to work rotating weekends, holidays, and on-call shifts as needed.
- Ability to travel to internal company retreats twice annually.
Nice To Haves
- Prior experience in SaaS client support or as a Pharmacy Technician.
- Pharmacy Technician license; preferred but not required.
Responsibilities
- Handle 20–40 inbound support calls daily and tickets from hospices and pharmacies.
- Answer incoming support calls promptly, minimizing calls that go to voicemail.
- Place outbound calls to check on new users, answer questions, and offer brief software training.
- Assist physicians with ePrescribing setup.
- Assist Client Success Managers with ad hoc client requests as needed.
- Assist the Sales team with hospice research and other projects as needed.
- Contribute FAQs and tutorials to the client-facing Knowledge Center.
- Support the Head of Client Support and the CX Team in meeting and exceeding team KPIs.
- Provide exceptional customer service.
Benefits
- Medical, dental, vision, and accidental insurance.
- Company-paid short-term disability, long-term disability, and life insurance.
- 401(k) match of 4% after one year of tenure.
- Three weeks of PTO.
- 15 paid holidays.
- Five wellness days.
- 100% remote environment.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
