Customer Care Coordinator

Rectangle Health•Valhalla, NY

5d•Onsite

About The Position

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance. Position Overview: The Customer Care Coordinator will work with our most valuable asset- our customers. This person will be an instrumental member of our phone and email support team. They will field incoming calls into our call center as well as incoming emails in an efficient and effective manner. They will be responsible for providing a top-notch service, handling customer inquiries and resolving issues. The support team’s goal is to increase customer retention by driving product adoption and resolving problems on the first call.

Requirements

1–3 years of customer service or customer support experience.
Ability to manage a high-volume workload, including ~30 inbound/outbound calls and ~20 emails daily, while consistently meeting SLA requirements.
Demonstrated ability to multi-task across phone and email channels simultaneously without impacting service quality.
Strong commitment to delivering high-quality customer experiences, with a focus on satisfaction and retention.
Proven ability to resolve customer issues efficiently, including on first contact when possible.
Ability to identify customer needs and provide accurate, solution-oriented guidance.
Experience utilizing ticketing or case management systems, including maintaining detailed and organized documentation.
Ability to de-escalate customer concerns and appropriately escalate complex issues when needed.
Excellent written and verbal communication skills, with a professional and customer-focused tone.
Ability to work collaboratively in a team environment while managing individual workload.
Ability to perform effectively in a fast-paced, high-volume support environment with strong time management skills.
Demonstrated ability to quickly learn and apply new systems, processes, and product knowledge.

Nice To Haves

Experience supporting customers in payments, fintech, healthcare, or technology environments.
Familiarity with account management principles within a customer support or service context.
Experience becoming a subject matter expert (SME) on products, systems, or workflows.
Prior experience handling high-volume support queues with competing priorities.

Responsibilities

Coordinating & Implementing Solutions for Customers: Fielding customer issues via inbound calls and email and by responding in timely and professional manner, closing the loop, and ensuring customer satisfaction on the first contact.
Customer Relationship Management: Documenting interactions quickly and accurately in Salesforce. Utilizing the proper call coding for tracking purposes and to assist in driving initiatives to improve the overall customer experience.
Cross Functional Collaboration: Partnering with leadership and various internal departments to ensure customer issues get resolved properly and advocate on customers behalf.
Pdoduct Support & Training: Has a depth of product knowledge that enables proper account servicing as well as provides basic training to users during interactions to drive product adoption and usage.