Seeking a Rockstar Customer Service Representative Ready for a Challenging Opportunity

Join Our Team at Pediatrics Board Review: Seeking a Unique Customer Service Representative Ready for a Challenging Opportunity!

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 we hold each other accountable.

Please make sure you are up for the challenge!

Pediatrics Board Review (PBR) is looking for a UNIQUE person to fill a vacancy in our Customer Service Representative department to help with questions about our products, enrollment fees, online access issues, upgrades, refunds, changing credit cards, and much more. You will personally adjust membership levels and process orders across multiple channels and work 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 you do not stop working just because you’ve hit 40 hours for the week. The job is about 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 mistakes in the future 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 be able 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 come to an 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 a part of the interview process. This will tell us a great deal about your attention to detail and your 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 our 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 team members 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 team members. Meaning, that our team members are the kind that does 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 1 or more days whenever you want and relinquish 100% of your responsibilities without appropriate handoffs, this 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:
? Monthly income reports
? 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 hours
? Clearing out morning emails by 11 AM EST
? Clearing out all emails that came in before 5 PM EST on the same calendar day

You will be asked to 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?