Member Experience Team Representative

About Hero

Hero: We Build Solutions to Healthcare’s Hardest Problems

Hero was founded as the world’s most people-focused healthcare company, investing the time and effort required to create truly frictionless solutions to the hardest, most pervasive problems in healthcare. We’re starting with the largest universal yet avoidable cost to the US healthcare system: medication management.

In 2018 we introduced a groundbreaking hardware device that automatically manages, sorts, and dispenses an individual’s entire pill regimen, and it transformed how people manage their health. Combined with app-based notifications, and our direct-to-door prescription fulfillment service, Hero has driven medication adherence to levels never before achieved in healthcare.

About the Position

As a Member Experience Team Representative at Hero, you will work with Hero Members day to day, to ensure success for our customers.

You will be the first point of contact for Hero Members, and will be there for users at every step of the way through their journey with Hero. You are someone who is eager to help educate customers and resolve issues.

In this role, you’ll focus on every aspect of the Hero member experience, onboarding new users, solving problems, and making sure every interaction a user has with Hero is a rewarding experience.

You will have the opportunity to work in a fast paced working environment together with the team of professional and friendly coworkers who are always ready to support you and share their knowledge.

We offer you a place where we welcome your ideas and where every employee is valued, heard, and recognized.

Responsibilities:

• Effectively respond to customer requests by phone, chat, and email
• Efficiently troubleshoot complex technical issues (hardware, software, web) and capture relevant data
• Report and resolve new and trending issues by working with internal technical teams
• Provide pre-sales and post-sales support
• Be the voice of the member and report member feedback
• You must be able to work in shifts, including night and weekend shifts
• Reference: 7udl8gUjjcDlLCqBpqP5t37qgJ9WuPXjrIaDgxSHAQ4.

We are looking for the following qualifications:

• Excellent knowledge of English language, both written and spoken (preferably at a native speaker level)
• Excellent communication skills
• Strong customer service orientation
• Sales skills
• Decision making skills and analytical approach to solving problems
• Ability to follow defined processes and procedures
• Enthusiastic, self-motivated and able to work with minimal supervision
• Minimum high school diploma
• Knowledge of Zendesk platform is a plus
• Previous experience in a similar position is a strong advantage

Please note:

We will only consider applications submitted in English.

This position requires work in shifts, on weekends and holidays.