B2B Healthcare Customer Support Associate -- Hubspot experience Required

Customer Service Associate -remote (Hubspot experience Required)
Carta Healthcare
San Mateo, CA 94401


Job Overview

We are looking for a friendly and hard-working customer service associate to join our growing team. You will be responsible for answering all incoming calls and emails, fielding customer questions and complaints, and transferring potential leads to our sales team. As a customer service associate, you should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment.

About Carta Healthcare

Through our software solutions, Carta is committed to helping transform hospitals towards a more efficient system by making data more useful in their quest to better understand the patient journey and ultimately improve patient care. Our technology is created with the goal of liberating clinicians of busy work and allowing them to focus on their patients and larger patient Upgrade to see actual infoitially, this position will be focused on selling Cartographer and Atlas to hospitals and health Upgrade to see actual infortographer enables hospitals to use data from any source system - the Electronic Health Record, Cath Management System, Pharmacy System, etc. to fully understand a patient’s journey through the Upgrade to see actual infortographer is Carta’s core data platform, using Artificial Intelligence (AI) techniques to read and organize clinical notes and extract additional data.

Atlas is the AI tool used to enhance the data abstraction process, improve data quality, provide cost efficiencies and cure “Registry Fatigue”. Atlas’ data abstraction takes a fraction of the time compared to unassisted abstraction processes by automatically populating registry data fields via data from the EHR using structured and unstructured fields such as clinical Upgrade to see actual inforta Healthcare is headquartered in beautiful San Mateo California, and enjoys moderate weather along with a surplus of local restaurants and sightseeing alternatives. Centrally located between downtown San Francisco and Palo Alto, San Mateo brings a village “vibe” while still being a thriving part of Silicon Valley. Easy access to the SF International Airport, numerous beaches, wineries and outdoor activities make San Mateo a favorite destination for visitors and residents alike.



Customer Service Associate Duties and Responsibilities
Answer incoming calls and emails in an efficient manner
Identify customer questions, concerns, and overall needs
Provide accurate answers and solutions to customer queries
Address customer complaints in a compassionate and patient manner
Redirect customers to appropriate teams and/or departments as needed
Help sales team generate leads, identify potential leads and forward to sales reps
Check voicemail inboxes and return calls in a timely manner
Develop professional relationships with ongoing customers through excellent customer service
Follow-up with callers on complaint and/or question resolution status
Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction
Meet or exceed call quotas and sales assist quotas, both personally and as a team unit
Follow company communication procedures, policies, and guidelines at all times
Perform each duty above with our customers’ satisfaction as the number one priority
Customer Service Associate Requirements and Qualifications
University/college degree is an asset
Previous experience, especially in particular industry, preferred
Familiarity with Hubspot support software
Familiarity with CRM systems is preferred
Excellent interpersonal communication skills, both verbal and written
Fantastic phone skills, i.e. well-spoken, excellent active listening skills
Ability to communicate and interact with all kinds of people (both externally with customers, and internally with company team members and other departments)
Motivated, energetic, driven work ethic
Time management skills
Ability to multitask
Organized
Outgoing, friendly, compassionate personality
Ability to meet and/or exceed both call and sales assist quotas

What we offer:

Opportunity to bring high impact tool to healthcare teams that need our solution to improve patient care
An excellent working environment that fosters creativity and a sustainable work-life balance