Helix is hiring a

Customer Care Representative

San Diego, United States

Helix is empowering every person to improve their life through DNA. We believe in a world where every person benefits from their biological information and is able to help all of humanity lead better lives.

To do this, we're building a diverse ecosystem of high-quality content partners in areas like Health, Fitness, Nutrition, Family, Genealogy and Lifestyle.  

We are looking for a customer-oriented Customer Care Associate to act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent customer care standards and maintain high customer satisfaction.

Responsibilities

  • Effectively manage large amounts of incoming calls, emails and social media interactions
  • Be an advocate for the customer and provide leadership with insights and suggestion for SOPs and resources that could improve the overall Helix customer experience
  • Correctly identify and assess customers’ needs to achieve satisfaction
  • Build trust through active listening and open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team ticket handling quotas
  • Provide appropriate solutions within reasonable time and follow up to ensure customer satisfaction
  • Keep records of customer interactions, and tag case appropriately to allow analysis and process improvement
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to provide excellent customer care
  • As an agent on the frontlines, identify chronic/recurring issues and escalate to management/appropriate parties when necessary

REQUIREMENTS:

  • A passion for helping customers
  • Empathy for customers with an instinct to go above and beyond to help reach a resolution
  • Proven customer support experience
  • Strong phone contact handling skills and active listening
  • Strong writing skills
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritise, and manage time effectively
  • College degree