Call Center Agent - London, United Kingdom - Carrot Fertility
Description
About Carrot:
Carrot Fertility is the leading global fertility care platform for women, who are often at the center of fertility care decisions and consequences.
Trusted by hundreds of multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide.
Whether there is a need for care through fertility preservation, male-factor infertility, pre-pregnancy, IVF, pregnancy and postpartum, adoption, gestational surrogacy, or menopause, Carrot supports members and their families through many of the most memorable and meaningful moments of their lives.
The Role:
We are looking for compassionate and dedicated Call Center Agents/Care Advocates to join our call center team at Carrot. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals.
As a Care Advocate, you will have the unique opportunity to guide our members through their family-forming journeys, starting from their initial interaction with Carrot.
This role is primarily phone support, and you will be an integral part of a new phone support rollout, complementing our existing chat options.
To accommodate the needs of our members, we are looking for individuals who are able to work the following days/times:Saturday through Monday, 8AM - 9PM local time
The Team:
The Care Advocate team is composed of compassionate individuals with experience in the healthcare industry who have completed foundational training in reproductive health in addition to ongoing learning in the topics of adoption, fertility treatment, fertility preservation, donor assisted reproduction, gestational carrier arrangements, LGBTQ+ care and more.
The Care Advocate team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world.
This new initiative involves the introduction of phone support, centered in The United Kingdom, to effectively accompany members along their unique journeys.
Minimum Qualifications:
- 13 years of experience working in a direct customer
- Superior communication skills, both written and verbal
- Ability to empathetically support a diverse member population through all paths to parenthood
- Bachelor's Degree or equivalent work experience
Preferred Qualifications:
- Previous call center metrics and understanding of Call-Center KPIs
- Experience working at a fastgrowing tech company or digital health company
- Experience with Zendesk or similar CRM platforms
- Past experience in the familyforming space: fertility care, adoption, donor assisted reproduction,and/ or gestational carrier arrangements
- Bilingual in either Spanish or French Canadian preferred. Additional languages are an added benefit. If not bilingual, previous use of a translation services in a call center
Compensation and Benefits**:
- Permanent contract from day
- Great basic salary: 40,000 GBP annually
- Quarterly performance bonus scheme
- Smart casual dress code
- Statutory annual leave plus Bank Holidays
- Excellent City Centre location
- Shift Schedule: Saturday through Monday, 8AM to 9PM
Why Carrot?
Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more.
Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.
