Customer Service Specialist

About the company

The organization behind this role is a healthcare data collaboration platform focused on making health information secure, usable, and easy to exchange. Its work supports providers, health plans, researchers, and life sciences teams by enabling safe data sharing, helping with patient record requests, and supporting advanced AI use cases in healthcare. The company emphasizes security, compliance, and strong technology, with a mission to improve health outcomes and reshape how healthcare data is connected and used.

Role overview

This position is centered on delivering a smooth, positive customer experience. You will be the first contact for support requests and will handle inquiries by phone, email, and chat through Salesforce. The role calls for calm judgment, clear and empathetic communication, and the ability to stay professional in difficult conversations. You will also help escalate issues when needed, work closely with teammates to share knowledge, and look for appropriate opportunities to suggest additional services that fit customer needs.

What you will do

• Respond to customer questions and support requests through phone, email, and chat, using Salesforce to manage communication efficiently.
• Resolve issues accurately and promptly while keeping the customer experience at the center of each interaction.
• Communicate clearly and professionally with customers and coworkers to support understanding and problem resolution.
• Work with internal team members to exchange insights, improve service quality, and handle more complex cases.
• Handle tense or challenging conversations with patience, empathy, and a solution-focused approach.
• Recognize when a case should be escalated and route it according to established procedures.
• Spot opportunities to cross-sell or upsell services when they genuinely align with customer needs.
• Keep documentation precise and maintain strong attention to detail across all interactions.
• Organize work effectively, prioritize tasks, and complete assignments with limited supervision.
• Follow company standards, values, and confidentiality rules, including requirements related to PHI and HIPAA.
• Use tools such as Microsoft365, Salesforce, RingCentral, and remote desktop software to complete daily tasks.

Qualifications

• A high school diploma or equivalent is required; a bachelor’s degree is preferred.
• Prior experience in customer support or customer service is needed, ideally in healthcare, legal, or medical settings.
• Comfort using Salesforce, Microsoft365, RingCentral, and remote desktop tools is important.
• Strong written and verbal communication skills, with an emphasis on empathy and clarity, are essential.
• You should be able to think critically and make sound decisions in a fast-moving environment.
• Experience with cross-selling and upselling in a service role is valuable.
• Understanding of HIPAA and confidentiality expectations is an advantage.
• Background in legal or medical environments is helpful, though not required.

Benefits

• Hourly pay between $17.31 and $20.19 USD.
• The chance to contribute to a mission-led healthcare innovation company.
• A collaborative team culture with support from colleagues.
• Opportunities for growth and development in healthcare data services.
• Remote work flexibility.
• Training and resources designed to help you succeed.

Equal opportunity

The employer is committed to maintaining a diverse and inclusive workplace. Hiring decisions are made without discrimination based on race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other protected characteristics. Reasonable accommodations are available for candidates with disabilities during the hiring process.