Customer Advocate
Job Summary
Job Description
HHAeXchange is seeking a Customer Advocate to join their team. This role involves assisting end users with troubleshooting and learning the software platform. Responsibilities include answering customer questions, providing feedback and recommendations on best practices, troubleshooting software issues, escalating problems to the tech team, and gathering customer feedback to improve services. The ideal candidate will be proactive, detail-oriented, and possess exceptional service skills. The position requires becoming fluent in Generations and Pavillio software platforms, creating and sending tickets for unresolved issues, and following up with escalation teams and customers.
Must have:
- 2+ years of end-user software support/training experience
- Strong customer service and communication skills
- Self-starter for fast-paced environment
- Strong organizational skills and attention to detail
- Collaborative team player
- Ability to explain processes clearly and patiently
Good to have:
- Prior experience in a customer-facing support role is preferred
Perks:
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with company match
4 skills required
Job Details
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.
We are seeking a Customer Advocate to join our growing team. In this role, you are responsible for assisting our customer end users with troubleshooting and learning the software platform. Qualified team members will be proactive, detail-oriented, and have exceptional service skills to help our users learn, adopt and realize the value of using our platforms effectively. Prior experience in a customer-facing support role is preferred.
This is a hybrid position based out of our Midtown Manhattan, Washington D.C., or Bloomington, MN office locations, with an on-site presence required two days per week to support team collaboration.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Duties
- Become fluent in use and capabilities of Generations and Pavillio software platforms
- Clearly answer questions and provide feedback, instruction, and recommendations on best practices to customers.
- Troubleshoot issues with customers and escalate issues as needed when further attention required.
- Create and send tickets for unresolved issues to the tech team.
- Follow up with the escalation teams to ensure tickets for completion and follow up with customer users to confirm/relay status.
- Gather feedback from customers regarding services and work to eliminate those issues.
- Assist trainers and agencies where training obstacles are identified and work as a team to overcome those obstacles.
Other Job Duties
- Other duties as assigned by supervisor or HHAeXchange leader.
Travel Requirements
- Travel up to 10%, including overnight travel
Required Education, Experience, Certifications, and Skills
- 2+ years of end-user software support and/or training experience
- Strong customer service and communication skills
- Self-starter able to thrive in an independent, fast-paced environment
- Strong organizational skills and attention to detail.
- Collaborative team player
- Able to explain processes to users clearly and concisely, with ability to stay calm and patient during difficult customer conversations.
The base salary range for this US-based, full-time, and exempt position is $55,000 - $65,000 not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.
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