Customer Service Representative

Daybreak helps millions breathe easier at night with their custom-fit sleep apnea dental device. The Customer Service Representative will support customers by answering questions and facilitating a smooth experience, while also driving business growth through referrals and upsells.

Responsibilities:

• Support customers with excellent customer service, answering their questions and facilitating a smooth experience with Daybreak
• Act as a front-line agent, addressing concerns of patients through various channels, including phone, email, and SMS
• Ensure patients have a smooth journey from device fit to optimization
• Drive business growth through getting patients to leave Google/Facebook reviews, suggesting referrals, and driving upsells of optimized patients
• Drive systematic improvements by sharing key patient feedback with key stakeholders

Requirements:

• Customer-obsessed: Demonstrates a strong commitment to understanding customer needs and creating outstanding customer experiences
• Excellent Communication: Enjoys engaging with customers and has excellent email and text writing skills
• Total ownership mindset: Driven to bring every customer through the onboarding experience and improve the process
• Curious: Capable of handling challenging customer interactions by maintaining a professional and empathetic attitude
• High achiever motivated by excellence
• Superior communication and interpersonal skills
• Comfort with ambiguity
• Ability to quickly adapt & prioritize in a fast-paced, rapidly changing environment
• Strong problem-solving abilities with a focus on customer satisfaction
• Proficiency in CRM software (Salesforce) and call center systems
• 2+ years in a role with a focus on sales and/or customer support (bonus if in a DTC or e-commerce setting)
• Experience using Salesforce for customer support