Customer Support Specialist II

Sleep Doctor • Jacksonville Beach, FL

5h • $20 - $23 • Hybrid

About The Position

This role is an in-office position, and reports to Sleep Doctor’s Director, Support Operations.
Hours: Monday through Friday, 8:00 AM – 5:00 PM EST

Requirements

• 2+ years of previous experience in a direct-to-consumer customer service role.
• Proficiency in helpdesk software like Zendesk with the ability to learn new systems quickly.
• Track record of success in at least one remote role for more than one year.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Exceptional interpersonal skills.
• Ability to actively listen to customers and empathize with their needs.
• Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
• Customer-centric mindset with a genuine desire to assist and support customers.
• Intellectual curiosity and a desire to learn and improve professionally every day.
• Natural ability to be a mentor and raise the standards of those around you.
• Ownership mentality. If you see something that needs to get done, you do it.
• Patience and resilience in dealing with challenging situations.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
• Team player with the ability to collaborate effectively with colleagues.
• A high level of adaptability. Things will change. There will be bad days. It’s the responsibility of all Customer Service Representatives to adapt to an ever-changing startup environment.
• Maintain a ”controller” mindset and always look to solve the customer’s issue in the simplest way possible.
• Ability to think critically and “read between the lines”.
• A mindset of intellectual curiosity and a desire to continue learning and growing professionally.

Nice To Haves

• Familiarity with customer relationship management (CRM) tools like Zoho is a plus.
• Experience in healthcare, sleep health, or with Durable Medical Equipment is a plus
• Familiarity with sleep apnea conditions and PAP devices (CPAP, BiPAP, ASV) is preferred but not required
• Fluency in languages in addition to English is advantageous but not required.

Responsibilities

• Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services
• Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases
• Serve as a resource for Level 1 team members, providing guidance and support on complex cases
• Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency
• Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements
• Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage
• Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution
• Maintain accurate and thorough documentation of customer interactions, orders, and medical records
• Ensure adherence to healthcare regulations, medical device standards, and internal processes
• Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes
• Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes
• Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows

Benefits

• The Company currently provides medical, vision, and dental insurance 100% of the employee medical, vision, and dental premiums covered by the Company.
• There is an option to participate in both a medical FSA and dependent care FSA.
• We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary.
• You will be eligible for Paid Time Off in accordance with the company’s policies.
• Our Seattle-based employees will receive commuter benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed