Customer Experience Administrator

WE ARE REVOLUTIONIZING MENTAL HEALTH CARE—JOIN THE MOVEMENT!
Named one of the top 100 fastest-growing private companies in America by Inc. 5000

Integrative Psychiatry Institute, LLC is a company committed to the vision of revolutionizing mental health care by educating providers and patient care with tools to treat an expanded spectrum of root causes of mental illness. We provide excellent mental healthcare and we are training the providers of tomorrow’s cutting-edge advances in mental health treatment protocols.

Our diverse community is dedicated to supporting each other on the journey of life-long learning. As a mission-driven company, we firmly believe that all team members exemplify these values for our organization:
Empowerment
Inspiration
Innovation
Presence
Dignity
Collaboration

Current Opportunity: We are seeking a Customer Experience Administrator who is highly experienced with customer service and administrative support to join our evolving team. The ideal candidate is proactive, and detailed, and creates positive outcomes in a fast-paced environment. We are a conscious and intentional team of mental health educators and business professionals who value personal connection and responsibility, as well as bringing thoughtful, professional, impactful work into the world.

Position Title: Customer Experience Administrator

Location: Fully remote/virtual

Work Status: Independent Contractor

Hours: Hours are somewhat flexible based on your time zone, but you will be expected to efficiently support staff and clients in multiple US time zones, approximately 20-40 hours per week.

Start Date: As soon as possible

Rate: $10+ per hour depending on skills and experience

Tech Requirements:

• Your computer and technology setup must support large file video editing including (photo proof to be provided)
• High-speed internet, over 90 mbs—speed test required
• Large file video editing including
• Video card should be at least 2GB
• core i5 or i7 processor

Primary Role, Responsibilities, & Requirements include, but are not limited to:

• 2+ years of direct customer service experience
• Strong written and verbal English skills—the ability to communicate effectively via email, phone, messaging, video
• Manage student credentialing process, validate student licenses within their state, research and troubleshoot as needed with oversight from the Head of Customer Experience
• Manage customer gift inventory and mailing lists, place orders, and track shipments in a timely manner
• Create Samcarts as requested by the Head of Customer Experience
• Take detailed notes on customers in WordPress notes function
• Research student issues as requested via email records, WordPress, Samcart, Active Campaign, and OpenPhone
• Manage delinquent accounts process
• Perform student data audits, create tracking files as needed
• Monitor emails that come in through info@email
• Troubleshoot student portal issues
• Troubleshoot attendance issues
• Troubleshoot group assignment issues
• Troubleshoot payment issues
• Troubleshoot Zoom link issues
• Make exceptions to attendance issues
• Process student feedback
• Update student attendance tracker after approval from the Head of Customer Experience
• Assist with new student retention initiatives
• Have a high level of discernment about customer interactions, always looking to strike the right balance and leave customers
• feeling thoroughly helped, but also upholding the best interest of the company
• Escalate issues as needed
• Utilize technology such as Zoom, Zoom chat, Hiver, Asana, Parchment, SamCart, WordPress, Circle
• Additional administrative tasks, as needed

In addition to the formal responsibilities, we look for team members who will excel on the team:

• Positivity: Being optimistic and positive will help you facilitate the group smoothly and get the most engagement from each student. One way we do this is by using ‘appreciative inquiry’ – helping participants to look at issues from a strengths, or “what’s working” perspective rather than “what’s not working”.

• Authenticity: By being your authentic self, you will find it easier to connect to the students which will help you guide and understand them better, resulting in a successful group facilitation in which the group forms a trusting bond.

• Neutrality: Ability to stay neutral and treat all participants as equals, regardless of power, personality types, personal opinions, or biases.

• Groundedness: Ability to stay calm during disagreements and when tensions between participants appear. Ability to diffuse tensions and keep dialogue constructive and on-topic.

• Constructive Feedback: Challenge the group by posing questions to help them think more broadly, deeper or wider. If required, the facilitator encourages the group to stop and reflect on their performance or ideas for purposes of improvement.

• Demonstrated willingness to receive feedback by actively listening and incorporating process changes where it makes sense.

• Patience and problem-solving: Managing own emotions with group members Ability to evaluate if a problem is due to a content or a process issue. Ability to creatively problem solve and ask for support when needed.

Thank you for considering a partnership with our mission-driven team!

Tonya Dove
Director of People, Talent, and Culture
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