Customer Experience Specialist

📋 Description

• • Provide fast, accurate, and empathetic customer support to over 60,000 healthcare professionals via chat, voice, and email on the Clipboard Health platform
• • Resolve real-time issues related to shift scheduling, payment discrepancies, onboarding steps, and platform functionality with precision and speed
• • Investigate and document customer cases using CRM tools including Zendesk and Salesforce, ensuring all interactions are accurately recorded and traceable
• • Troubleshoot complex operational issues independently using sound judgment, escalating only when necessary and with full context provided
• • Personalize all customer communications to reflect a confident, professional, and supportive tone while maintaining consistency with company standards
• • Identify recurring patterns in customer issues, workflow inefficiencies, and systemic pain points to contribute actionable insights for improving the worker experience
• • Guide new healthcare professionals through the platform onboarding process, helping them build confidence and navigate features with clarity and patience
• • Uphold company values including "unreasonably fast," "ownership," and "uncomfortably high standards" in every customer interaction
• • Maintain high levels of accuracy and attention to detail across all support channels, minimizing errors and rework
• • Adapt quickly to shifting priorities in a fast-paced, 24/7 operational environment without compromising quality or customer satisfaction
• • Collaborate effectively with teammates to ensure seamless handoffs and consistent service quality across shifts and communication channels
• • Actively participate in team learning and knowledge-sharing initiatives to improve collective problem-solving capabilities
• • Contribute to process improvements by documenting best practices and suggesting enhancements based on direct frontline experience
• • Work within a 5-day schedule across a 7-day week, including mandatory weekend availability (Saturday and Sunday) as assigned based on business needs
• • Remain composed and solution-focused during high-volume or high-stress periods, maintaining professionalism under pressure
• • Demonstrate initiative by identifying opportunities to improve customer outcomes without waiting for direction or assigned tasks
• • Ensure all customer interactions align with Clipboard Health’s mission to uplift communities through reliable healthcare staffing