OVERVIEW
About the Role - As the Customer Experience RX Specialist, you will be the voice of Instacart, fielding real-time calls, and occasionally emails from our customers, shoppers, pharmacists, and retailer partners. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Instacart community. You must be calm in the face of chaos, caring, and compassionate, and be able to have a strong sense of empathy in difficult situations. Our team consists of customer support professionals, dedicated to supporting customers via phone.
About the Team - The Instacart Rx Customer Experience team is focused on supporting our broad ecosystem of customers, shoppers, retailers, pharmacists, and internal stakeholders through direct support and scalable solutions. Key tasks include supporting inbound Rx related interactions including order/delivery inquiries, How to questions, App support, and so much more while adhering to HIPAA guidelines. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.
ABOUT THE JOB
- Create an exceptional, personalized service experience for users
- Provide positive, fast, and complete support resolutions to users via various access channels
- Provide support to shoppers, customers, Retailers, Pharmacists and internal stakeholders
- Identify common trends within support interactions and escalate appropriately
- Act with the customer in mind and advocate for the user community
- Communicate effectively and exercise sound judgment when interacting with customers
- Infuse all interactions with empathy and kindness
- Excellent attention to detail and ability to proactively solve for the customer
ABOUT YOU
Minimum Qualifications
- Must be a bilingual speaker (English & Spanish)
- 1+ years experience in customer service or call center
- Superior telephone etiquette
- Flexible schedule, willing to work non-traditional business hours and weekends. We offer morning, afternoon, and night shifts.
- Dependable and punctual time management skills
- Comfortable with technology, working with computers, and excels at multitasking
- Agile and willing to work in a consistently evolving work environment, subject to rapid change and uncertainty
- High tolerance for stress, complexity, and change
- Strong writing skills and impeccable attention to detail
- Empathy and the ability to take initiative for the customer
- Strong problem-solving skills with the ability to creatively resolve difficult situations
- Ability to quickly learn web-based user support applications
- High-level of comfort and familiarity with smartphone applications (iPhone and Android)
- Must have access to and be able to effectively use a fully operational smartphone with an active carrier
- Capability to type at minimum, 35 WPM
- Repetitive motion - ability to type frequently and regularly use the wrists, hands, and/or fingers
- Physical demands - sedentary work; sitting most of the time up to 8 hours daily and 40 hours weekly
- Ability to wear a phone headset
Extensive reading of work-related material requires considerable visual attention
Preferred Qualifications
- Contact center experience supporting pharmaceutical and/or medical is a plus, but not mandatory
