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Customer Experience Manager

Customer Experience Manager

TebraHeredia, Heredia, Costa Rica
Hace más de 30 días
Descripción del trabajo

Tebra only initiates contact with candidates via email from an official Tebra email address (@ tebra.com , @ patientpop.com , or @ kareo.com ) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

As Customer Experience Manager for the Loyalty Team, you will take inbound requests from customers requesting to cancel, identify key issues in customer satisfaction and develop solutions to retain the business. You will analyze quantitative and qualitative customer metrics to identify early indicators of possible cancellations and make outbound calls to proactively address customers issues. This is an individual contributor without any direct reports.

Your Area of Focus

  • Provide a positive image for Tebra by delivering outstanding customer support to our customers as it pertains to their Tebra product suite and services
  • Identify solutions for customer issues and work closely with the customer to resolve
  • Work cross-functionally with other teams, including Account Management, Onboarding and Accounting, to ensure a positive and cohesive customer experience
  • Help improve Tebra's product and processes by contributing to the development of the departments plans and the strategy using your unique insight into the challenges faced by our clients and acting on our customers’ behalf as their advocate
  • Document detailed customer feedback regarding cancellation reasons and retention tactics in Salesforce.

Your Professional Qualifications

  • 2+ years experience in customer service, support or a similar role
  • A professional and friendly demeanor
  • Keen problem solver with superb attention to detail
  • Excellent verbal and written communication skills - you will persuade, present and problem solve throughout the day!
  • Self-learner who thrives in the opportunity to take initiative
  • A passion for energetic and fast-paced environments
  • Enjoy interfacing with customers and addressing their questions and concerns
  • Familiarity with Salesforce, Slack and Google Suite
  • A team player who is ready and willing to support the team and our customers

    • About Tebra

    Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.

    Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

    Our Values

    Start with the Customer

    We get to know our customers - and their patients - and look at the world through their lens.

    Keep It Simple

    Healthcare is too complex. We aim to simplify it for everyone.

    Stay Entrepreneurial

    We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

    Better Together

    We are diverse, humble, and collaborative. We put the team first and win together.

    Celebrate Success

    Life is short and joy is underrated. We take time to have fun and celebrate success.

    Perks & Benefits

    To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University / Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

    LI-SS1 #LI-Hybrid