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Customer Service Manager
February 8, 2013 1:37 PM

Who we are: Archetype Innovations, LLC is a technology company based out of Duluth, MN with a small team of committed employees who work out of their own homes across the country. We make, sell and support an educational software product called Neehr Perfect. Neehr Perfect is a web-based application used in health professions education at colleges and universities to mimic a real electronic health record system. We teach professors and students how to best use technology in healthcare. We support universities and colleges around the country who are already using Neehr Perfect.

Our values: We’re famous for our support. We believe in being kind, attentive, prompt and understanding. We support university and college faculty directly. For many faculty, Neehr Perfect is a huge leap from their normal level of comfort with technology. They need our support to be successful. We need someone to help us provide that support more efficiently and effectively.

We need a Customer Service Manager: a friendly, savvy, smart person who will serve as Central Command for our customers. You’ll answer calls and emails, record and track data in our tracking software, listen to faculty and communicate customer needs to our teaching and support teams. You should be a good fit for our Neehr Perfect culture: someone who can genuinely listen and problem-solve; organize, categorize and communicate, and is willing to go the extra mile to make someone else’s day better.

Here’s what the job will look like:

You’re on the front line with our customers. You’ll answer our main phone line and some customer emails, and triage questions and concerns to our teaching and support team. Our customers will be on a first-name basis with you. You’re our first impression. You’re a good listener, an intuitive and savvy communicator, and enjoy the challenge of direct customer contact.

You’re an asset to our teaching team. You’ll carefully record customer data in our tracking software, organize reminders and meetings for our curricular specialists, keep detailed notes of online curricular sessions and assist the team as they work directly with customers via online webinar.

You’ll identify stuck customers and suggest solutions. Using our customer tracking software, you’ll analyze customer data, discover customers who aren’t progressing and contact these customers to help them move forward. You’ll create reports using our tracking software and share your findings and suggestions with our teaching team. In time, you’ll discover trends and anticipate customer obstacles.

You’re a self-starter. It’s OK if you’re new to electronic health records and healthcare education, but you’re the type of person who researches, learns and studies on your own to really understand our product and our customers. You need to be a quick, consistent communicator and able to work without much direction. You’ll have a close relationship with our teaching and support teams and you’ll learn new things every day that will make all of us more effective.

You’re tech-savvy. We’re a virtual company. We all work from our home offices and rely heavily on online technologies like Gmail, Dropbox, Salesforce, Google Docs, Quickbooks, Webex and more. Our product is technical. You like tech, you’ve worked with technology and you learn quickly.

Nitty-gritty:

-We're a virtual company, so you can work from home. You'll need a quiet, dedicated workspace since you'll be speaking with customers daily. You’ll need reliable internet and phone service.
-3-5 years of communication, direct customer service or related experience required.
-Healthcare background a bonus, but not required.
-Our business hours are 8-5 Central. If you’re on the west or east coast, you’ll need to work within those hours (on Central Time).
-What is essential is that you are a good fit for our culture, our customers and our team. We work hard so we can maintain a collaborative, modern, friendly atmosphere.


payscale: Salary commensurate with experience.
job type: full-time
posted by Zosia Blue to Customer Service

This job has been filled.

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