Our customer success department involves multiple touch points along the customer journey (like implementation and customer success management), and our support team provides expert help along the way. Customer Support Representatives, or as we call them, CSRs, are the first point of contact for any request or feedback a customer may have. As our company has continued to grow at a rapid pace, our support team ensures that we always have resources available to our customers.
One of our core values is Win Customer Love, and the support team strives to do this on a daily basis. They communicate with multiple practices each day to find solutions to any requests or questions as quickly as possible.
Time management is a must when it comes to the responsibilities and expectations of a CSR. They are experts at balancing quality and quantity. We want to serve our customers in the most efficient ways, so our CSRs are constantly learning to manage their time and set priorities accordingly. Since there also can be many ways to solve a single problem, the team is constantly mastering the art of problem solving and getting creative with how to provide a solution. This often allows them to develop skills that are outside of their typical role responsibilities.
“I love teaching myself every day. There are skills that I didn’t have before, like coding and design, but I’ve seen myself rely on other teams less and less as I continue to learn more and develop these skills for myself.”
Many cases that CSRs work on require working closely with other teams at PatientPop. Since our Customer Success Managers are in regular contact with our customers, the two teams work together to solve each unique customer need. The Support team also collaborates with the design, content and digital marketing teams to make updates to the customer’s web presence, and our engineering team members to change features on the back end.
An afternoon on the Support team wouldn’t be complete without their daily standup. They circle up in their pod to discuss important announcements and updates, and always include a round of fishbowl questions. They take the time to learn more about each other by passing around the bowl of questions that can be anything from “if you could be any animal, what would you be?” to “what is your greatest dream?”
They spend time together at their quarterly team events too. Last quarter, they had a summer fiesta on the office patio with giant jenga, our favorite neighborhood tacos, and everyone’s friends and families. They celebrated the previous quarter’s accomplishments with a bowling night!
“If you are a detailed-oriented individual who loves to help others through research, creativity, and learning, the CSR role at PatientPop is perfect for you!” – Luke Zaller, Director of Customer Support Center