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Customer Care Specialist

JOB DESCRIPTION

Job Title: Customer Care Specialist

Position Type: Full Time

Work Setting: In Office

Department: Customer Care/Operations

Reports to: Customer Care Manager

FLSA: Hourly, Non-Exempt

ABOUT VAXCARE

The healthcare system is complex, presenting challenges for everyone—patients, doctors, nurses, office managers, and billers alike. At VaxCare, we aim to streamline this complexity, eliminating unnecessary costs and confusion so that practices can focus on their important work: caring for patients. Our innovative solutions include a vaccine management and LARC access platform trusted by over 20,000 active providers nationwide. This service is powered by a multidisciplinary team of dedicated professionals who lead with integrity and a relentless drive to exceed expectations, bringing clarity and efficiency to the often-overwhelming world of healthcare.

THE POSITION

Customer Care Specialists are the glue between our service and our customers. We offer exceptional support to our customers, working on the front lines to train, help, and advocate for them via email, telephone, and webinar while deriving insights into how to design our service to better meet their needs. We are the communication bridge leading our customers to higher profitability and efficiency by using our technology. Are you ready to be the sounding board for our customers and to turn today’s opportunities into a better tomorrow? If you’re ready for these challenges this could be a great fit for you.

ESSENTIAL RESPONSIBILITIES

• Customer Assistance & Issue Resolution
  • Respond to customer inquiries via phone, email, or chat, providing timely and accurate solutions to technical or product-related issues.
• Product Knowledge & Guidance
  • Educate customer on product, best practices, and troubleshooting steps to ensure optimal usage and satisfaction.
• Documentation & Reporting
  • Maintain detailed records of customer interactions, issues, and resolutions within system (idk if you want it to state SF).
• Collaboration & Escalation
  • Work closely with internal teams to escalate complex issues and ensure that customer needs are met.

REQUIRED EXPERIENCE & QUALIFICATIONS

• Skilled with computers & learns new tools quickly.
• Excellent verbal and written communication skills in English.
• Honest, accountable, maintains confidentiality.
• Meet metric expectations, work independently while maintaining accountability and focus.
• Build strong relationships & contributes to a positive work environment.
• Skilled to pitch products and services effectively to clients.
• Able to close deals and negotiate contracts effectively.
• Capacity to identify customer needs and provide effective solutions.

COMPETENCIES: Core to all positions at VaxCare

We Live (and Work) by Our Values:

- Building a team culture founded on trust, collaboration, and delivery excellence

- Belief in Something Bigger than Ourselves – Capacity to derive meaning from a larger purpose

- Humility as a Posture of Learning – Burning curiosity to learn without ego

- Adaptability & Embracing Change – Nimbleness & ready to seize new opportunities

Additional “Must Haves”:

- Dependability – Must be able to meet deadlines, work independently, maintain focus, & punctual

- Interpersonal Skills – Builds strong relationships & contributes to a positive work environment.

- Computer Skills – Skilled with computers, learns new tools quickly.

- Ethics – Honest, accountable, maintains confidentiality.

OTHER RESPONSIBILITIES

• Commute to Office: Must be able to commute to and from the corporate office for each scheduled shift.
• Prolonged sitting or standing: Team members must be able to remain in a stationary position for extended periods, as much of the work involves sitting at a computer or workstation. Some hybrid or office-based roles may also require the ability to stand for portions of a shift.
• Repetitive motions: Significant use of the hands, wrists, and fingers is required for tasks like typing, using a computer mouse, and handling paperwork.
• Treating data engineering as a craft, with strong attention to correctness, performance, and maintainability.
• Visual acuity: This job requires the ability to view a computer screen and read documents for extended periods.
• Communication: Team members must be able to clearly express and exchange ideas in English to effectively communicate with customers and co-workers.
• Occasional lifting: Many office-based jobs specify the ability to occasionally lift or move up to 10-20 pounds to handle supplies or equipment.

Physical Requirements/Work Environment:

TASK

Continuous

Intermittent

Seldom

N/A

Regular & Reliable Attendance

X

Standing/Walking

X

Travel/Driving/Operating Vehicle

X

Sitting (desk/computer work)

X

Lifting/Lowering/Carrying (up to 20lbs)

X

Reaching/Bending/Twisting

X

Hand/Wrist Use (typing/mouse/writing)

X

In person attendance for meetings/conferences

X

Operating Mobile Equipment/Machinery

X

By signing below, I acknowledge that I have received this job description.

My signature further acknowledges that I have reviewed this job description and understand that I have the individual responsibility to fulfill all the essential duties and responsibilities listed on a consistent and ongoing basis.

Team Member Name

Team Member Signature Date

Note: Team Members in this position will be responsible for implementing and acting in accordance with VaxCare’s information security policies; protecting assets from unauthorized access, disclosure, modification, destruction or interference; executing specific security processes or activities as assigned by the Information Security and/ or Privacy officers; and reporting security events or potential security risks to the organization. Team Members in this role will be involved in the processing of protected patient and/or payment information and will be responsible for ensuring the security and privacy of the information within their scope of work.