Support Representative, Remote, Work with Veterans

Zeel

71d•Remote

About The Position

Zeel, a leading provider of trusted health and wellness services, is seeking a smart and innovative associate to join our Support team. Support Representatives are at the heart of the Zeel mission, providing best-in-class service to a wide range of clients, including medical patients, VA Medical Centers, and providers in the Zeel network. In this role, you’ll ensure every interaction reflects Zeel’s commitment to a superb, 5-star consumer experience. You’ll assist clients and patients looking to book wellness and medical services, troubleshoot issues, manage multiple lines of communication, and proactively solve problems. The role requires exceptional multitasking abilities and strong communication skills. This is an ideal position for someone who wants to join a fun, dynamic team dedicated to delivering stress-free, seamless wellness and medical experiences. This role may require weekend and holiday hours. This is a fully remote position; however, you must be physically located within the United States. At Zeel, we're more than just a health and wellness platform; we're a team that thrives on collaboration, integrity and innovation. We offer a supportive environment of hands-on professionals in a purpose-driven culture. We're passionate individuals ready to tackle challenges, learn from one another, and create a next-generation health and wellness company based on non-opioid pain management and cutting-edge technology. Zeel allows customers and patients to seamlessly book in-home treatments through a nationwide network of 11,000 providers. Through massage therapy, physical therapy, AI-powered exercise, and behavioral therapy, we lift people out of mental and physical pain without the devastating side effects of prescribed and over-the-counter medications. We take special pride in serving our nation's veterans through VA Medical Centers in more than 20 states. If you are looking for a place where your work can impact hundreds of thousands of Americans in need of care, consider joining us in our mission.

Requirements

3-4 years of experience in a customer service role
Exceptional verbal & written communication skills in English
Experience using a ticketing system, such as Zendesk or Kustomer
Empathy with customers and an ability to quickly size up situations and potential issues
The ability to use empathy to de-escalate difficult situations
An obsession with customer happiness - we measure CSAT and NPS
A roll-up-your sleeves mentality befitting our fast-paced startup environment

Responsibilities

Serve as the public face of Zeel by providing top customer and patient support for all inbound and outbound communications with Zeel users and Providers in the Zeel network
Engage with customers, patients, and providers through phones, text, live chat, and email.
Handle escalations with frustrated customers and providers
Fulfill and schedule bookings with the requested providers in the Zeel network
Escalate top priority, critical issues to the appropriate team
Improve our documentation to help our Zeel users help themselves
Collaborating with other departments and fellow associates on projects as necessary