Boundlessfellows
Bilingual Customer Experience RX Specialist
Boundlessfellows, Trenton, New Jersey, United States,
We're transforming the grocery industryAt Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.Instacart is a Flex First teamThere’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events.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 usersProvide positive, fast, and complete support resolutions to users via various access channelsProvide support to shoppers, customers, Retailers, Pharmacists and internal stakeholdersIdentify common trends within support interactions and escalate appropriatelyAct with the customer in mind and advocate for the user communityCommunicate effectively and exercise sound judgment when interacting with customersInfuse all interactions with empathy and kindnessExcellent attention to detail and ability to proactively solve for the customerABOUT YOU
Minimum Qualifications
Must be a bilingual speaker (English & Spanish)1+ years experience in customer service or call centerSuperior telephone etiquetteFlexible schedule, willing to work non-traditional business hours and weekends. We offer morning, afternoon, and night shifts.Dependable and punctual time management skillsComfortable with technology, working with computers, and excels at multitaskingAgile and willing to work in a consistently evolving work environment, subject to rapid change and uncertaintyHigh tolerance for stress, complexity, and changeStrong writing skills and impeccable attention to detailEmpathy and the ability to take initiative for the customerStrong problem-solving skills with the ability to creatively resolve difficult situationsAbility to quickly learn web-based user support applicationsHigh-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 carrierCapability to type at minimum, 35 WPMRepetitive motion – ability to type frequently and regularly use the wrists, hands, and/or fingersPhysical demands – sedentary work; sitting most of the time up to 8 hours daily and 40 hours weeklyAbility to wear a phone headsetExtensive reading of work-related material requires considerable visual attentionPreferred Qualifications
Contact center experience supporting pharmaceutical and/or medical is a plus, but not mandatoryInstacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy
here .Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings
here .For US based candidates, the base pay ranges for a successful candidate are listed below.CA, NY, CT, NJ: $51,000 — $54,000 USDWA: $49,000 — $52,000 USDOR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $48,000 — $50,000 USDAll other states: $43,000 — $45,000 USD
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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 usersProvide positive, fast, and complete support resolutions to users via various access channelsProvide support to shoppers, customers, Retailers, Pharmacists and internal stakeholdersIdentify common trends within support interactions and escalate appropriatelyAct with the customer in mind and advocate for the user communityCommunicate effectively and exercise sound judgment when interacting with customersInfuse all interactions with empathy and kindnessExcellent attention to detail and ability to proactively solve for the customerABOUT YOU
Minimum Qualifications
Must be a bilingual speaker (English & Spanish)1+ years experience in customer service or call centerSuperior telephone etiquetteFlexible schedule, willing to work non-traditional business hours and weekends. We offer morning, afternoon, and night shifts.Dependable and punctual time management skillsComfortable with technology, working with computers, and excels at multitaskingAgile and willing to work in a consistently evolving work environment, subject to rapid change and uncertaintyHigh tolerance for stress, complexity, and changeStrong writing skills and impeccable attention to detailEmpathy and the ability to take initiative for the customerStrong problem-solving skills with the ability to creatively resolve difficult situationsAbility to quickly learn web-based user support applicationsHigh-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 carrierCapability to type at minimum, 35 WPMRepetitive motion – ability to type frequently and regularly use the wrists, hands, and/or fingersPhysical demands – sedentary work; sitting most of the time up to 8 hours daily and 40 hours weeklyAbility to wear a phone headsetExtensive reading of work-related material requires considerable visual attentionPreferred Qualifications
Contact center experience supporting pharmaceutical and/or medical is a plus, but not mandatoryInstacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy
here .Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings
here .For US based candidates, the base pay ranges for a successful candidate are listed below.CA, NY, CT, NJ: $51,000 — $54,000 USDWA: $49,000 — $52,000 USDOR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $48,000 — $50,000 USDAll other states: $43,000 — $45,000 USD
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