Customer Success Lead (Temporary)

Tandem Diabetes Care

4d•$26 - $30•Remote

About The Position

A Customer Success Lead at Tandem is responsible for responding to and documenting customer technical inquiries via phone calls, chat messages and emails from prospective and current customers (patients and their support persons and healthcare professionals). This role also determines the need of each contact with the goal of achieving the best resolution. Customer Success Leads document every call into a Client Relationship Management (CRM) system, and converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. This individual acts as subject matter expert on matters related to technical, sales, or supplies support and handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs. Customer Success Leads at Tandem also: Responds timely to resolve inbound customer calls. May offer chat and outbound call support through the same support line. Using approved communication guidelines, responds to customer concerns or inquiries. Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests. Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations. Uses training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system. Identifies potential health and safety issues with products and follows appropriate internal notification procedures. Uses knowledge to propose recommended improvements to customer related processes and materials. Acts as a customer advocate to represent customer needs internally. Confirms completion of required training plan before assuming job responsibilities. Consistently meets or exceeds relevant Customer Care metrics which may include accuracy, call monitoring, and schedule adherence requirements. Complies with department’s attendance policy. Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements. Ability to handle calls in general CTS or CSS queues as needed. Acts as subject matter expert, providing job expertise, mentoring and training. Ability to represent Customer Care as needed in the launch of new products and become a subject matter expert. Provides second level product support to CTS or CSS Specialists as required, provides job knowledge assist for cases and escalation, as needed. Handles customer escalations queue. Monitors unresolved tasks (including open cases, retention events, and others), ensuring timely follow up. Handles RMA and ensures timely follow up. Supports International division with addressing International Distributor troubleshooting needs. Supports Tandem’s Social Media team by responding to public and direct engagement across various social platforms. Adheres to communication guidelines and messaging. Performs outreach via phone when allegations are reported. Communicates with existing customers (by phone, text, and email) in response to customer surveys to ensure customer needs are addressed in a timely manner. Collaborate with other Tandem departments to support patients regarding our products and services.

Requirements

High School diploma required.
1 year previous experience in a Customer Service required.
Ability to read and follow flow diagrams, scripts, and work with decision trees.
Ability to perform work using a CRM tool which requires navigating in an automated system.
Clear verbal and written communication skills to impart product information over the telephone, chat and email to patients/health care support.
Skilled at presenting complex information in a clear, concise manner to all levels within the department.
Skilled at contributing on a consistent basis to team initiatives in a thorough and timely manner.
Able to react to changing situations in a timely, calm, and confident manner.
Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.
Ability to learn quickly in a fast-paced environment.
Ability to type at least 55wpm with a high rate of accuracy.
Flexibility to work shifts including weekends, holidays and beyond regularly scheduled workday as needed.
Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.
Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
Skilled at promoting team cooperation and a commitment to team success.
Demonstrated experience successfully assisting, mentoring, and training others.
Demonstrates a strong ability to support typical CTS or CSS workload including inbound, outbound, and email queues.
Applicants must be authorized to work for any employer in the U.S.

Nice To Haves

1 year of experience in a Tandem Customer Technical Support or Customer Sales Support role preferred.
Experienced with use of electronic documentation systems preferred.
Bilingual Spanish/French encouraged.
Bachelor’s degree in biology or health related field encouraged.
Knowledge of HIPAA desired.

Responsibilities

Respond timely to resolve inbound customer calls.
May offer chat and outbound call support through the same support line.
Using approved communication guidelines, respond to customer concerns or inquiries.
Demonstrate good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
Ability to work in a technical environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations.
Use training materials and process flow charts to record accurate and thorough documentation of customer contact calls and emails within the CRM system.
Identify potential health and safety issues with products and follow appropriate internal notification procedures.
Use knowledge to propose recommended improvements to customer related processes and materials.
Act as a customer advocate to represent customer needs internally.
Confirm completion of required training plan before assuming job responsibilities.
Consistently meet or exceed relevant Customer Care metrics which may include accuracy, call monitoring, and schedule adherence requirements.
Comply with department’s attendance policy.
Ensure work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
Ability to handle calls in general CTS or CSS queues as needed.
Act as subject matter expert, providing job expertise, mentoring and training.
Ability to represent Customer Care as needed in the launch of new products and become a subject matter expert.
Provide second level product support to CTS or CSS Specialists as required, provide job knowledge assist for cases and escalation, as needed.
Handle customer escalations queue.
Monitor unresolved tasks (including open cases, retention events, and others), ensuring timely follow up.
Handle RMA and ensure timely follow up.
Support International division with addressing International Distributor troubleshooting needs.
Support Tandem’s Social Media team by responding to public and direct engagement across various social platforms.
Adhere to communication guidelines and messaging.
Perform outreach via phone when allegations are reported.
Communicate with existing customers (by phone, text, and email) in response to customer surveys to ensure customer needs are addressed in a timely manner.
Collaborate with other Tandem departments to support patients regarding our products and services.