Process Excellence Knowledge Coach
Description
Process Excellence Knowledge Coach, Customer Support
apree health is looking for a driven, flexible, results-oriented Contact Center professional to join our Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.
Responsibilities:
apree health is looking for a driven, flexible, results-oriented Contact Center professional to join our Process Excellence Team. The successful candidate will be a thoughtful and thorough team member who can play multiple roles impacting Training, Quality, and Knowledge Management. This candidate will know what it takes to perform at a high level in a fast-paced environment and have a passion for customer service.
Responsibilities:
Process Excellence Coaches are responsible for completing tasks supporting the knowledge management process. In these capacities, Team Members will work collaboratively within the Support team, and across teams (e.g., Implementation, Customer Success, etc.).
- Process day-to-day requests to update customer-specific and non-customer-specific information needed to efficiently assist end-users
- Understand and manage request backlog to ensure timely updates
- Use our existing knowledge tools and sources to ensure the information is organized and easy for support staff to use
- Create new and update existing content
- Effectively communicate knowledge changes and updates to front-line teams
- Work with SMEs across the organization as needed to ensure information is succinct, relevant, and current
- Coordinate knowledge handoffs with other teams (e.g., Implementation, PYRO, Customer Success)
- Coach Tier 1 Guides and other members of the organization on effective knowledge processes
Qualifications:
- BS/BA preferred
- Customer service experience, ideally within a contact center
- Strong proactive work ethic and unwavering commitment to high quality work
- Excellent phone manner and interpersonal skills
- Excellent verbal and written communication skills
- Ability to effectively collaborate with others and recognize scenarios where collaboration is critical
- Ability to set an agenda and successfully lead meetings
- Project management and organizational skills
- Ability to multi-task with strong attention to detail and accuracy a must
- Ability to manage timelines and balance multiple deadlines
- Previous experience working in a software environment a plus
- Experience in health care preferred but not required.
Position is based in Sandy, UT (will consider San Francisco for internal applicants)
Travel not required
Compensation: $22.60-$27.40/hr. & bonus eligible (national average, premium markets may vary)