Marketing and Customer Support Representative

Description

We are seeking a highly skilled and dedicated Marketing and Customer Support Representative to serve as a key resource for answering FAQs related to our organization. This role will focus on addressing questions related to marketing, new studies, security or technical inquiries, and general organizational matters. The ideal candidate will have excellent communication skills, the ability to listen and comprehend a range of topics, and a strong attention to detail to ensure responses are consistent with predefined FAQs.

This position will also involve backfill work scheduling and occasional support for clinic operations. As the sole point of contact for all clinics in this capacity, the successful candidate will provide a crucial function in ensuring that customers and internal teams have accurate, timely, and relevant information.

Key Responsibilities:

• FAQ Management and Customer Support:
  • Provide clear and accurate responses to FAQs related to marketing, new studies, security or technical inquiries, and general organizational matters.
  • Strictly adhere to the predefined FAQs and ensure consistency in all responses.
  • Handle all incoming calls related to legal FAQs, offering solutions and clarifications based on current guidelines.
  • Assist customers in navigating the organization’s resources and direct them to the correct departments as needed.
  • Maintain a professional, knowledgeable, and empathetic approach to ensure a positive customer experience.
  • Contribute to the continuous improvement of FAQs by identifying gaps and suggesting updates based on recurring questions or new organizational changes.
• Backfill Work and Scheduling Support:
  • Assist in backfilling work scheduling as required, ensuring smooth operations across all clinics.
  • Coordinate scheduling logistics and ensure that schedules are accurate and up-to-date for clinic operations.
• General Customer and Internal Support:
  • Respond to general inquiries related to marketing, studies, and other organizational matters as they arise.
  • Occasionally provide support related to clinic-specific needs and inquiries.
  • Collaborate with internal teams (marketing, legal, clinic staff, etc.) to ensure comprehensive, up-to-date answers are provided to all questions.
• Ongoing Improvement and Knowledge Management:
  • Contribute to the continuous improvement of FAQs by identifying gaps and suggesting updates based on recurring questions or new organizational changes.
  • Regularly review and familiarize with changes in policies, new studies, or marketing to stay current on information provided.

Requirements

• Strong communication skills with an emphasis on listening and understanding complex issues.
• Proven experience in customer service or a help desk environment, ideally in a role requiring deep understanding of FAQs and structured responses.
• Ability to stay calm and empathetic while addressing challenging or sensitive topics.
• Ability to work independently and efficiently, managing multiple tasks and priorities.
• Strong attention to detail and ability to strictly follow guidelines and protocols.
• Comfortable working with scheduling tools and managing backfill work tasks.
• Must possess the physical,      mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.