Customer Advocate Job Description

About Us:

Owl Practice Suite is a dedicated practice management software specifically designed for mental health professionals. Our comprehensive suite of features streamlines both administrative and clinical tasks within mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our clients throughout implementation and ongoing support.

What You’ll Be Doing:

• Respond promptly to customer inquiries via phone, email, and screen share.
• Provide detailed information on ticket details, status updates, and next steps.
• Handle and resolve customer complaints and issues in a professional and empathetic manner.
• Review and assess customer inquiries to determine their validity and completeness.
• Gather and verify necessary documentation and information to resolve customer issues.
• Collaborate with other departments to ensure accurate and timely resolution of customer issues.
• Maintain accurate and up-to-date records of all customer interactions via HubSpot.
• Prepare and submit regular reports on customer inquiries, resolutions, and customer feedback.
• Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
• Follow up on active leads, nurture prospective customers, and respond to inbound sales requests.
• Schedule and host product demonstrations, onboarding tutorials, and webinars.
• Offer customer support to existing Owl customers via email, screen share, and phone.
• Isolate and report bugs to assist the Development Team and document feature requests and product improvements for review.
• Work with the Development Team to QA test new product features and bug fixes.

Qualifications:

• High school diploma or equivalent; higher education preferred.
• Previous experience in customer service, preferably in the insurance or medical industry.
• Excellent communication skills, both written and verbal.
• Strong independent problem-solving skills and attention to detail.
• Ability to handle stressful situations with professionalism and empathy.
• Proficiency in using MS Office applications.
• Strong organizational and multitasking abilities.
• Preferred proficiency in CRM utilization (HubSpot).
• Preferred proficiency in a practice management software (EHR).

We Offer:

• A flexible work-from-home environment.
• Weekly in-person team meetings.
• Growth opportunities with a team of passionate, loyal, and health-minded coworkers.
• Positive social impact and daily interactions with mental health care providers.

Additional Information:

We prioritize a good fit over experience, but relevant experience in the clinical world is highly valued. If you have experience managing a clinic or supporting another SaaS, we want to hear from you. This role involves telecommuting. You must be able to work remotely from a professional, quiet home office and attend weekly team meetings.

Owl Practice Suite is an equal opportunity employer. We do not discriminate based on race, ancestry, religion, color, national origin, gender, sexual orientation, gender orientation or expression, political belief, age, marital status, or disability status. Owl Practice Suite is committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email careers@owlpracticesuite.com