Sleep Solutions Guide II

About Us

Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct-to-consumer sleep product essentials that solve sleep challenges and improve well-being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (SleepDoctor.com, SleepFoundation.org, SleepApnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health-transforming sleep habits. To learn more about Sleep Doctor, visit SleepDoctor.com.

About the Role

This position reports to Sleep Doctor’s Director, Support Operations and will be a remote position. 

What You'll Do

• Advanced Customer Support: Provide escalated support to customers with complex inquiries or issues regarding Home Sleep Test purchases, Durable Medical Equipment (DME), and Sleep Doctor products and services.
• Collaborate with Tier 3 team for in-depth analysis of customer issues and resolutions, with a specific focus on DME-related matters.
• Serve as a mentor and resource for Level 1 Customer Service Representatives, providing guidance, training, and support to enhance their skills and knowledge and aim for continuous improvement. 
• Become an expert in all internal and partner software platforms.
• Become an expert in all non-standard processes for complex DME products.
• Address and resolve customer concerns, complaints, and issues in a timely and professional manner.
• Become an expert in the entire Sleep Doctor Home Sleep Test customer journey.
• Provide information and assistance related to the Home Sleep Test process, guiding customers through each step. 
• Review and process orders for Home Sleep Tests and Durable Medical Equipment (DME) efficiently and accurately.
• Handle customer questions and concerns related to Sleep Doctor products and services.
• Effectively respond to customer inquiries and help potential customers resolve their issues across all Sleep Doctor owned properties, including Sleepfoundation.org and Sleepapnea.org.
• Review and monitor prescription submissions for DME items, ensuring accuracy and compliance with regulations
• Ensure compliance with all relevant regulations and standards governing the healthcare and medical device industry.
• Proactively reach out to customers who may be at risk of churning, and implement retention strategies to ensure their continued satisfaction and loyalty.
• Ensure all documentation and medical records are accurately recorded in the customer's file.
• Collaborate with the entire customer service team and cross-functional partners effectively, ensuring organization and proper documentation at all times. 
• Maintain a high level of customer satisfaction through effective communication and problem-solving.

What We Are Looking For

• 2+ years of previous experience in a direct-to-consumer customer service role.
• Proficiency in helpdesk software like Zendesk, FreshDesk, Kustomer, or Help Scout with the ability to learn new systems quickly.
• Track record of success in at least one remote role for more than one year. 
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.

• Exceptional interpersonal skills.
• Ability to actively listen to customers and empathize with their needs.
• Strong multitasking skills, with the ability to handle multiple inquiries simultaneously.
• Familiarity with customer relationship management (CRM) tools like Zoho is a plus.
• Fluency in languages in addition to English is advantageous but not required.

Attributes:

• Customer-centric mindset with a genuine desire to assist and support customers.
• Intellectual curiosity and a desire to learn and improve professionally every day.
• Natural ability to be a mentor and raise the standards of those around you.
• Ownership mentality. If you see something that needs to get done, you do it.
• Patience and resilience in dealing with challenging situations.
• Positive attitude and willingness to go above and beyond to ensure customer satisfaction.
• Team player with the ability to collaborate effectively with colleagues.
• A high level of adaptability. Things will change. There will be bad days. It’s the responsibility of all Customer Service Representatives to adapt to an ever-changing startup environment.
• Maintain a ”controller” mindset and always look to solve the customer’s issue in the simplest way possible.
• Ability to think critically and “read between the lines”.
• A mindset of intellectual curiosity and a desire to continue learning and growing professionally.

Who We Are

• We play an important role in the health & wellness decisions of our audiences, and it’s a responsibility we don’t take lightly.  We invest thoughtfully to provide the most expert-driven, audience-first experience
• We embody rapid, sustainable growth. Run into a challenge or a new opportunity?  Everyone on the team rolls up their sleeves and digs in
• We’re going to push you to ask big questions and find bold answers.  Everyone has a seat at the table, regardless of their title or job description
• In Seattle, our positions adopt a hybrid model, recognizing the importance of in-person collaboration and remote work.  Our newly renovated-office remains open five days a week to those who thrive in a traditional office-environment.
• We love a good celebration!  We enjoy what we do because of who we do it with, and take time to celebrate every win – whether ours or a teammate’s

Compensation Range

$20-$23 per hour.

Note that final compensation is subject to the candidate’s specific qualifications, as well as the needs of the company.

The Company currently provides medical, vision, and dental insurance 100% of the employee  medical, vision,   and   dental   premiums  covered   by   the   Company.  There is an option to participate in both a medical FSA and dependent care FSA. We offer a 401(k) plan, with fully matching contributions up to 3% of salary and 50% matching from 3% to 5% of salary.  You will be eligible for Paid Time Off in accordance with the company’s policies. Our Seattle-based employees will receive commuter benefits.

Sleep Doctor is committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants.