Pearl Talent
Healthcare, Telemedicine, SaaS, AI-driven solutions
RemoteCustomerServiceRepresentative(USHours)
“Remote Customer Service Representative (US Hours) at Pearl Talent. Skills: Customer Success, Client Relations, Account Management, Product Adoption. Establish and maintain relationships with assigned clients. Become trusted point of contact”
What You'll Achieve.
Shape client retention; Shape client satisfaction; Shape revenue growth; Reduce churn; Contribute to revenue expansion; Improve client outcomes; Enhance overall client experience; Impact patient satisfaction; Impact clinical outcomes
Industry & Context.
Troubleshoot technical problems; Resolve issues; Address underutilization; Address engagement drops
US Time Zone, Flexible with client's preference, Flexible with weekends, Flexible with US holidays
What They're Looking For.
Must Have
Excellent English communication skills, Proficient in CRM tools, Proficient in scheduling systems, Proficient in modern productivity software, Self-motivated and adaptable to remote work, Ability to work independently, Comfortable analyzing usage data, Comfortable analyzing metrics, High adaptability in fast-paced environments, High adaptability in technology-driven environments
Nice to Have
Experience in healthcare settings, Experience in telemedicine settings, Experience in pediatric services, Experience in mental health settings, Experience in behavioral health settings, Familiarity with ADHD care, Familiarity with family support services, Familiarity with clinical workflows, Background in SaaS, Background in digital health platforms, Background in AI-powered solutions, Understanding of provider pain points, Understanding of healthcare operational challenges, Experience with account growth, Experience with upselling, Experience with revenue expansion, Exposure to HIPAA compliance, Experience handling confidential health information, Product training experience, Product enablement experience, Experience conducting business reviews, Experience presenting to stakeholders, Background supporting C-level executives, Background supporting healthcare providers
What You'll Do.
Establish and maintain relationships with assigned clients
Become trusted point of contact
Understand clients' business goals
Understand clients' challenges
Understand clients' needs
Offer proactive solutions aligned with client objectives
Communicate regularly with clients
Provide guidance on solution utilization
Build rapport with clients
Ensure clients feel valued
Ensure clients feel supported
Ensure clients feel heard
Handle incoming inquiries promptly
Handle support tickets promptly
Handle scheduling requests professionally
Assist new clients during onboarding
Ensure smooth implementation and setup
Provide education on product features
Provide education on product benefits
Provide education on product best practices
Conduct product training sessions
Guide clients through initial setup
Facilitate enrollment
Verify documentation accuracy
Monitor early adoption patterns
Provide proactive support during first 90 days
Ensure clients achieve early wins
Ensure clients understand value proposition
Monitor client usage data
Analyze client usage data
Identify trends in usage data
Identify opportunities for upselling
Identify opportunities for cross-selling
Collaborate with sales teams
Explore potential growth avenues
Explore expansion opportunities
Track key performance metrics
Report key performance metrics
Address underutilization proactively
Address engagement drops proactively
Present business reviews
Showcase usage insights
Provide recommendations
Drive account expansion
Act as liaison between clients and internal teams
Resolve client issues
Troubleshoot technical problems
Escalate concerns appropriately
Maintain client confidence during issue resolution
Ensure timely issue resolution
Ensure satisfactory issue resolution
Partner with Care Operations
Partner with Revenue Operations
Work cross-functionally to address client needs
Remove barriers to client success
Advocate for clients internally
Ensure client voice influences product decisions
Ensure client voice influences process decisions
Maintain up-to-date client interaction records
Gather client feedback
Help improve products
Help improve services
Help improve internal processes
Create reports on client success metrics
Create reports on KPIs
Identify opportunities to improve internal workflows
Contribute to operational efficiency
How You'll Work.
Team & Collaboration
Internal teams; Sales teams; Care Operations; Revenue Operations; Cross-functional teams
Communication Scope
Email; Phone; Video conferences; Verbal communication; Written communication
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