Long-Term Customer Support Role for Growing Business w/ Zendesk Experience

Join Our Team at Pediatrics Board Review: Seeking a Unique Customer Support Representative!

Are you a unique blend of intelligence, drive, and curiosity? If so, this may be a great position for you! We love our team, but we’re hard workers who expect excellence and hold each other accountable.

Please make sure you are up for the challenge!

Pediatrics Board Review (PBR) is looking for a unique individual to fill a vacancy in our Customer Service Representative department. This role involves addressing questions about our products, enrollment fees, online access issues, upgrades, refunds, and changing credit cards. You will personally adjust membership levels and process orders across multiple channels, working with several technological platforms (e.g., WordPress, Wishlist Member, Infusionsoft/Keap, Zendesk, Gravity Forms, etc. - we’ll teach you!).

PLEASE DO APPLY IF…
- You are EXTREMELY hardworking.
You love your work and do not stop working just because you’ve hit 40 hours for the week. The job is more than just a way to earn a living for you. You take pride in it.
- You are VERY detail-oriented.
You’re almost like a perfectionist. “Just okay” is not enough because the work is complicated. Making mistakes, learning from them, and fixing systems to avoid future mistakes is great. But making the same mistakes more than 1-2 times is not like you at all.
- You are INTELLIGENT.
You will be working with U.S.-based physicians. The CEO is a double-boarded physician. You have to understand complicated tasks and pathways and recall them in the future. The work of a PBR customer service representative encompasses timely responses, an excellent understanding of the large product suite, excellent verbal communication, and the ability to learn different technological platforms quickly.

DO NOT APPLY IF…
- You are desperately seeking work to pay bills.
- If you need work to make ends meet, this is likely the wrong position for you. You are likely overreaching for this position, and it will quickly become clear that it is not a good fit. The contract will end if you are unable to adjust based on feedback, and you’ll have to start over.
- You are not willing to go through screening/interview tasks.
- You will be given some tasks to complete as part of the interview process. This will tell us a great deal about your attention to detail and communication skills. During the first few weeks of the contract, additional skills tests will also be given to see if you are comprehending our SOPs and training videos.
- You call in sick frequently.
Do you call in sick when you get overwhelmed or scared of the work? If so, it’s not a good fit. If you called in sick more than 1-2 times per year at your last position, this may not work. VAs can easily call in sick, but PBR’s CEO has been known to work even when he had COVID and a high fever, and he enjoys working with others who show strong dedication to the work. At the end of the day, taking care of our customers/members/team is the priority.
- You are completely unavailable on sick days.
Even when our teaUpgrade to see actual infombers aren’t feeling great, they are so passionate about the work and the team that they usually check in to see if there are any urgent matters they might be able to help with. If not, they provide a proper handoff to other teaUpgrade to see actual infombers. Our teaUpgrade to see actual infombers do not like to push work onto others, even when others are telling them to go rest!

So, if you expect that you’ll be able to call in sick for one or more days whenever you want and relinquish 100% of your responsibilities without appropriate handoffs, this is definitely not the right place for you. PBR is challenging, complicated, passionate, messy, fun, and rewarding, but it demands excellence.

MORE ABOUT THIS POSITION
PBR was started to help pediatricians pass their medical board exams. We have books, online resources, and a live course that we sell throughout the year.
You will act as a liaison between us and our members. You will provide product/service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
You may also be asked to help with special projects that involve the use of Google Sheets, project management software, and even some delegation.

PBR’s Core Values:
- No Drama (Humble, Flexible, Team Player, Coachable)
- Altruism (Selfless, Compassionate, Brutal Honesty)
- Initiative (Growth Mindset, Intuitive, Innovative)
- Intellect (High-level Thinker, Strong Detail Recollection, Articulate)
- Excellence (Hardworking, Dependable, Consistent, Integrity)

RESPONSIBILITIES:
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Acknowledge and resolve customer complaints promptly
- Process orders, survey forms, applications, and requests
- Keep records of customer interactions, transactions, comments, and complaints
- Communicate with customers through various channels, including email, text, and phone
- Ensure special projects are delivered on time
- Report and escalate issues to management as needed

Adhoc Tasks You Might Work On:
- Calendar/schedule management
- SOP updates (or creation)
- Tracking member feedback
- Coordinating schedules between our webinar speakers and contractors
- Emailing high-risk members with custom offers

QUALIFICATIONS
- Strong ability to understand native English speakers
- Strong written English skills
- Strong spoken English
- Strong customer service background
- Project management experience
- Tech-savvy
- (Optional) Experience with Infusionsoft, Asana, Zendesk, WordPress, and Wishlist Member

SCHEDULE
- 30-50 hours per week
- 5-7 days/week (usually 5 days, rarely 6 or 7 days/week during peak season)
- Working EST/PST hours
- Clearing out morning emails by 11 AM EST/PST
- Clearing out all emails that came in before 5 PM EST/PST on the same calendar day

Kindly answer the following questions when submitting a proposal:
- Are you available to work 30 - 50 hours a week in the EST time zone (50 hours only when things are crazy)?
- Do you have experience with Zendesk? Please elaborate.
- This is an exciting, but very challenging position. What makes you think you are up for it?
- What did you like and dislike about your last position as a Customer Service representative?
- Does PBR’s CEO work when he’s sick?

Please creatively include the word "passionate" in the subject line of your email to ensure your application is considered.