Job Description
Customer Support Agent
Location: Chicago IL US
As a Clinical Support Agent, your mission is to provide the best-in-class support that Riverside Insights customers depend on to effectively serve their clients. To do so, you will be responsible for meeting and exceeding SLA KPIs, meeting and exceeding goals, delivering WOW to customers, exemplifying our Stronger Together core value alongside colleagues, and collaborating with leads to ensure the voice of the customer is represented.
In this role you will get to:
- Pursue a consistent best-in-class” customer experience across all contact channels, including phone, chat, and tickets which includes consistent coverage by staying in available when scheduled, and actively monitoring incoming customer interaction and internal communication (including Outlook, Slack)
- Ensure tickets are resolved within SLAs
- Engage and effectively collaborate with fellow customer support agents, related teams, and leads to 1) understand what business unit priorities are and 2) offer an important frontlines perspective by elevating the voice of the customer.
- Reactively and proactively incorporate lead feedback and direction into CX processes.
- Be a highly engaged team member
- Pursue at least 1 key initiative/year to support individual career pathing efforts
- Consistently attend and participate in 1:1s and small group huddles with team members to promote community
Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
Requirements
- Ability to follow and reach target outcomes and benchmarks set by leadership
- Comfortable navigating basic technical systems to extract/interpret insights and act on them
- Experience with supporting customers (or students!) in a prior role
- Effectively train and acquire knowledge on products and processes and subsequently apply that knowledge in the role
- Consistent attendance and interaction of 1:1s to participate in a regular coaching routine
- Show a genuine interest in contributing to a positive, inclusive, and nurturing work environment while benefitting from direct, constructive feedback
- Embody a growth mindset for self
- Ability to think outside of the box and willingness to adapt
- Strong written, verbal, and non-verbal communication skills and emotional intelligence
- Effective communicator who is resourceful in researching information, as well as having the confidence to collaborate and ask others for assistance