Retention Specialist

Whats this job all about?

PillPack is using design, service, and technology to change the way people think about medicine. We are a small, but growing company and you will have the opportunity to make a tangible impact on both the company as well as the quality of our customers lives.

A pillar of the PillPack brand is to provide a truly exceptional customer experience. In instances where this service falls short, it is the responsibility of the retention team to engage with customers, diagnose their issues, and reach effective solutions that enable that great experience moving forward. As a retention specialist, you will be responsible for thoughtfully and effectively engaging with customers over phone and email, and creatively working towards resolutions on customer issues.

WHAT WILL YOU WORK ON EVERY DAY?

  • You will spend the majority of the day addressing escalated customer issues over phone and email with empathy and enthusiasm, attempting to not only solve the current issue at hand, but ideally how to prevent issues moving forward
  • Follow up with customer issues over phone and email as needed to ensure a consistent, proactive customer experience
  • Recognize trends in conversations with customers that may point towards opportunities to improve our service and share these trends with team leaders
  • Review personal performance and goals with team leaders, and engage in an ongoing conversation about how to consistently improve Perform other duties as assigned
  • Your approach to  every interaction with a customer is not just a one-off conversation, but is part of a much larger opportunity to build a long-term relationship

WHAT SKILLS AND EXPERIENCE WILL YOU NEED TO SUCCEED?

  • Bachelor’s degree or relevant work experience
  • Friendly, thoughtful demeanor
  • A strong ability to communicate clearly both verbally and in written form
  • Creativity and ingenuity needed to solve customers problems in smart ways

U.S. Equal Employment Opportunity/Affirmative Action Information:
Individuals seeking employment at PillPack are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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