Chat Associate id-16138

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

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About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

Overview 

Our Chat Associates on the Worker Operations Team play a vital role in upholding safety and reliability for both sides of our marketplace. The ideal candidate will be able to balance risk mitigation and deliver exceptional customer experiences masterfully. They repeatedly ask “why” until they reach the root cause of issues and go the extra mile to solve our customer’s problems. Curiosity, empathy, and strong communication skills are essential. 

Note: This is a fully remote position and we operate 24/7. Each shift consists of 5 days within a 7 day cycle (Sunday to Saturday), with both Saturday AND Sunday availability required to support our peak times.

Responsibilities

  1. Communicate with customers via telephone, live chat, and web communication channels
  2. Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems
  3. Communicate the resolution of your investigations to workers and workplaces with empathetic, customer-centered communication; justify the reasoning behind your decisions to diverse stakeholders within the company 
  4. Work efficiently and effectively to ensure customer inquiries are resolved fully and in a timely manner 
  5. Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers; establish policy improvements to accomplish this goal 
  6. Work within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams 
  7. Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals
  8. Remain knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information

Must haves

  • Must be proficient in English/English is a first language
  • +2 years of customer support experience
  • +2 years of providing telephonic customer support
  • +2 years of Zendesk or any CRM experience
  • Ability to resolve customer issues with empathy and action
  • Exceptional written and verbal communication skills
  • Ability to work as part of multidisciplinary teams
  • Comfortable handling ambiguous situations and adaptable to constant change 
  • Possess an “I can handle anything” mentality 
  • Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
  • Exceptionally detail-oriented
  • Ethical and unbiased integrity and decision-making abilities
  • A positive mindset that elevates the entire team

System Requirements

  • Minimum 15Mbps wired internet connection
  • Minimum i5 processor or equivalent
  • Minimum 12GB Ram
  • Quiet working environment
  • Steady power and internet connection.

 

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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