TheraNest is looking for a Customer Happiness Specialist to join our Customer Happiness team to cover 8am - 5pm US Central Time.
Our customer happiness team is one of the main reasons for our success and we want to be role models for our customers. You’ll love this role if you truly enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-focused team successful.
We are a fast-growing software development company founded in Birmingham, AL. We provide the tools, technology, and support that mental health professionals need to efficiently run their practice, so they may invest more of their time caring for their patients. We believe that customer support and happiness is more than just answering questions. We directly impact business goals through providing feedback to our product team and driving customer success.
Responsibilities and goals you’ll own:
Respond to and resolve customer questions through chat, email and telephone calls quickly and effectively
Become an expert on TheraNest features and capabilities to help solve any problems a user may encounter using or setting up their account
Assist in on-boarding, educating, and supporting our customers from pre-trial inquiries all the way to subscription and beyond
Help and provide guidance to our customers with insurance claims and billing related questions
Act as a customer liaison with the product, sales, and marketing teams by passing along unique use cases and challenges that you see our customers experiencing
Increase customer satisfaction and build loyalty by providing an amazing, personal customer experience
Create support content for customers to self-serve
Patience, flexibility and empathy are your strong suit. The ability to put yourself in the customer's shoes. Relate and understand their point of view.
Self-managed and self motivated; you assimilate information quickly
Comfortable answering and speaking on the telephone for long periods of time
Previous experience responding to customers via telephone, live chat, and/or social media
Prior experience with software support and training
You are able to write and talk to technical and non-technical people (both inside and outside of the Company) in clear and concise ways that the majority of people reading or listening to you understand the subject matter you are communicating. Blogging experience a plus
Problem-Solver; you enjoy solving problems and don't stop until you've solved them; you are able to work on multiple tasks concurrently
Previous experience with insurance claims and billing is a bonus; an extra plus if billing experience is related to mental and behavioral health
Who will love this job:
You don’t need to be told what to do. After you learn your job, you need very little guidance to see what needs to be done - you take the initiative to jump in and get it done
You’re super comfortable working on a distributed team - in fact, that’s exactly what you’re looking for!
You change and adapt to meet the needs of your customers and your team
You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away
You are energized by interacting with and helping people. You know that everyone has trouble sometimes, and you seek to empower and educate our customers
You love reading and learning about new ways of doing things. There’s always a better way
You’re a positive person and know how to look on the bright side
You bring solutions to the table not just problems. (But you aren’t afraid to point out where we’re going wrong)
You’re comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information. You're ready to pivot at a moments notice.
We’re serious about team member well-being and lifelong learning - we offer:
Generous paid time off - we want you to enjoy life outside the office!
Generous medical and dental benefits - we care about your health!
401(k) Plan - we care about your future!
We work in a fast-paced and continuously evolving business. We understand that change and disruptive progress don’t just happen without amazing people working together every day.
Qualifications Empathetic: Consistently demonstrate the ability to understand what customers and teammates are feeling Dedicated: Devoted to a task or purpose with loyalty or integrity
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Self-Starter: Inspired to perform without outside help
Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
People on our team have a variety of educational backgrounds. Applicants with degrees in Sociology, Anthropology, Social Work, Computer Science, Psychology, Information Technology, etc. are all welcome to apply. We encourage and appreciate new perspectives!
Required: 3 years of software support, and customer relations experience. Insurance Billing experience a bonus!