Ōmcare Inc
Customer Care Specialist
Bloomington, MN
·
Remote
·
Full time
Join Ōmcare Inc as a Customer Care Specialist, where you will play a vital role in ensuring customer satisfaction and support. Success in this role means providing exceptional service and resolving customer inquiries effectively.
About Ōmcare Inc
Ōmcare is a digital health company pioneering a customizable, home health platform that allows healthcare organizations to extend care into the home via a secure telehealth infrastructure with one-touch access to telehealth services, aggregated remote patient monitoring, and medication dispensing with visual confirmation of dose-level medication adherence.
Description
COMMITMENT
- This is a part-time role with the potential to develop into a full-time position based on business needs
- Shifts will be daily 3-hour blocks during business hours (Monday – Friday), with occasional ad hoc site visits and testing requests
- Estimated commitment of approximately 60 – 80 hours per month, varying with coverage needs and testing cycles
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary
- Responsible for incoming calls, customer care-related emails and monitoring the dashboard during your shift
- Escalate urgent or unresolved issues according to established protocols
- Document customer interactions and track issues using our CRM, ticketing, and operations systems; provide updates and pull reports for operations management as needed
- Manage office Hub inventory, including occasional shipping and returns
- Onboard partners to the Hub, mobile app, and operations dashboard
Secondary
- Create and update help articles, FAQs, and troubleshooting guides for customers and staff
- Step in to handle day-to-day Customer Care functions when the Customer Care team is out of office
- Keep the Customer Care team informed and connected through clear, timely communication
- Other duties as needed by evolving business priorities
QUALIFICATIONS & SKILLS
- Effective, proactive written and verbal communication
- Patience and comfort supporting older adults over the phone
- Professional presence in person and remotely
- Reliability and responsiveness during committed on-call shifts
- Ability to learn and follow established support procedures independently, and to work well in teams
- Creativity and problem solving
- Experience with HubSpot CRM and JIRA preferred; training provided
- Strong organization and attention to detail
- Ability to maintain confidentiality of participant and health information