Customer Support Representative

About TherapyNotes

TherapyNotes is a national leader in behavioral health Practice Management and Electronic Health Records (EHR) software. Our software-as-a-service (SaaS) solution is at the forefront of innovation, seamlessly integrating patient scheduling, medical records, billing, and electronic claims to revolutionize how mental health professionals manage their practices.

At TherapyNotes, we are a growing team of passionate and talented individuals. Our team thrives on collaboration and innovation, continually pushing the boundaries of what EHR software can do. We pride ourselves on our ability to adapt to the ever-evolving landscape of healthcare and technology, staying at the forefront of industry trends.

We believe in pushing each other to learn and solve complex problems, fostering an environment where your skills and expertise will flourish. Together, we are shaping the future of behavioral health software, making it easier for clinicians to provide the best possible care to their patients.

If you are passionate about technology, mental health, and making a difference, TherapyNotes is the place where you can realize your potential.

Position Description

TherapyNotes is seeking experienced and professional Customer Success Representatives in the Pacific Standard Time (PST), Mountain Standard Time (MST), and Central Standard Time (CST) zones. As a Customer Success Representative at TherapyNotes, you will join a team of dedicated software support representatives to help our prospective and current customers manage their TherapyNotes accounts. You will guide psychologists, therapists, counselors, social workers, psychiatrists, and practice administrators through account set-up, complex support requests, and other challenges they may face with the TherapyNotes software. This is an inside customer support position within our corporate office.

This role is an exciting, fast paced opportunity that involves daily interaction with customers as well as the entire TherapyNotes business team. Our growing team is located remotely and on-site in Horsham, PA.

Responsibilities

• Technical and Business Software Training - Train customers on how to properly navigate and use the TherapyNotes software, educate customers about core software features, and help answer complex questions and support calls about specific TherapyNotes functions
• Inbound Call and Email Support - Monitor a high volume of support requests and provide support assistance to behavioral health professionals, practice administrators, medical billers and patient appointment schedulers
• Customer Support Documentation - Maintain call and email database by logging support ticket information in multichannel customer support / help desk software applications
• Be Accurate and Maintain High Standards - Maintain high standards, attention to detail, accuracy and completeness
• Become Knowledgeable - Maintain strong knowledge and a thorough understanding of TherapyNotes features and value adds

Requirements

• 5+ years of experience working in customer service
• 2+ years of experience working in a high-volume call center or phone support role
• 2+ years of experience working remotely
• Experience with multichannel customer support / help desk software is a plus
• Excellent computer and technical problem-solving skills required
• Excellent verbal and written communication skills
• Effectively exchange information via telephone, email, and instant messaging platforms
• Ability to exercise composure when operating under stressful situations
• Excellent time management skills
• Team player that carries their weight, has a willingness to grow and strives for excellence
• Interest in working in an entrepreneurial, small to mid-sized business environment
• Flexible work hours required including limited nights and weekends

Competencies

• Customer Service - Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance, and meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, and participates in meetings.
• Written Communication - Writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, and able to read and interpret written information.
• Professionalism - Approaches others in a tactful manner, reacts well under pressure, treats others with respect and consideration regardless of their status or position, and accepts responsibility for own actions.
• Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem solving situations, and uses reason even when dealing with emotional topics.
• Dependability - Follows instructions and responds to management direction, takes responsibility for own actions, and completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics - Treats people with respect, inspires the trust of others, works with integrity and ethically, and upholds organizational values.

Benefits

• Competitive salary - $50,000/year
• Over time opportunities available
• Employer provided medical, dental, vision, life, and disability insurance.
• Retirement plan with company contribution
• Annual company profit sharing and bonus
• Personal development/training budget
• Open, collaborative work environment
• Extensive 2-week onboarding plan
• Comprehensive mentorship program

TherapyNotes, LLC is an Equal Employment Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates whom have been given a conditional offer of employment with TherapyNotes, LLC must also undergo a criminal background check.

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05/07/24