Operations Specialist

Virtual Therapeutics Corporation (Kirkland, WA)

Overview:

We are seeking a highly motivated and experienced Operations Specialist to join our dynamic team in the digital therapeutic industry. As an Operations Specialist, you will play a critical role in ensuring our clients maximize the value they receive from our innovative solutions. Your role will involve inventory management, software deployment, and fulfillment of devices to end-users. You will also be a point of contact for our clients, providing exceptional support and guidance to help them achieve their health and wellness goals through our VR technology. You will seek to understand their needs, and work closely with internal teams to ensure their success. Your goal is to drive client satisfaction, retention, and growth by delivering an outstanding customer experience. This is an hourly, on-site role with an expected 20-40 hours of work each week.

Responsibilities

As an Operations Specialist your responsibilities will include, but not be limited to:

Fulfillment

• Pull orders from onsite stock.
• Prepare hardware and package items for shipment.
• Deploy software and perform QA on pre-deployed devices.
• Print and place shipping labels.
• Support inventorying and restocking of materials.
• Track inventory in computer system.
• Inventory devices and equipment.
• Disinfect and retrofit used devices.
• Maintain a clean and organized workspace.
• Assist with other duties as assigned by Clinical Operations Manager or Operations staff.

Customer Service

• Serve as point of contact for clients, addressing inquiries and resolving issues in alignment with customer experience strategy and the company’s objectives and values.
• Follow best practices to optimize the customer support process, ensuring prompt and efficient responses to all stakeholder inquiries through multiple communication channels.
• Analyze customer feedback and metrics in order to report out on areas for improvement.
• Encourage self-service alternatives to reduce the volume of support requests and improve efficiency.

Customer and End User Satisfaction

• Ensure interactions with all external stakeholders are handled professionally, promptly, and thoughtfully.
• Focus on enhancing user satisfaction and retention by ensuring exceptional customer support at all steps in the customer journey.
• Proactively engage with users to gather feedback and understand their pain points, using this information to improve the overall experience.
• Escalate issues and complaints in a cross-functional regulatory compliant environment, demonstrating empathy and understanding while seeking resolutions.

Qualifications

• 3+ years of experience in warehouse or shipping, customer experience, customer support, customer success, or a related role within the mobile gaming, digital therapeutic, or healthcare software industries.
• Proven expertise with inventory management tools (i.e. Sortly or Zoho Inventory) as well as support ticketing systems and customer relationship management (CRM) tools (i.e. ZenDesk or Zoho CRM).
• Ability to lift up to 40 pounds.
• Experience working in a small fulfillment and/or customer service team, including direct reporting responsibilities.
• Excellent written and verbal communication skills, including a knack for documenting controlled processes and the ability to simplify technical issues in simple terms.
• Strong attention to detail, problem-solving skills and the ability to handle difficult situations with composure.
• History of adaptability in a fast-paced, dynamic environment.

Compensation

$21-31 per hour based on experience.

Benefits

Full benefits package including matching 401K, bonus opportunities, great company culture, and flexibility.

Dont meet every single requirement? Studies have shown that under-represented groups are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you are passionate about this role and believe you can contribute to our companys success, we encourage you to apply. We are committed to building a diverse and authentic workplace where all employees can thrive.

Equal Opportunity Employment Statement:

Virtual Therapeutics is an equal opportunity employer committed to fostering an inclusive, innovative environment. We provide employment opportunities without regard to age, race, color, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please let us know.