Customer Support Representative (2:00pm-10:30pm)

| Waltham | Hybrid
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connectRN is the leading nurse-centric platform that is reinventing the way nurses and other healthcare professionals are finding work. By leveraging technology, connectRN connects the nursing community to flexible work opportunities and each other to build a supportive and thriving network. The platform offers career development resources and flexible shift offerings for nurses, while alleviating staffing shortages at healthcare facilities. connectRN is headquartered in Waltham, Massachusetts and serves clinicians across the U.S. To learn more about connectRN, please visit www.connectrn.com.


We are looking for an empathetic communicator to respond to inquiries from our nurses and facilities. The Customer Support Representative will interact with our customers by phone, SMS, and email to ensure the highest quality experience when connecting with us. This position is a full-time opportunity remotely based in the United States. At this time, we cannot provide visa sponsorship and are open to candidates in IN, GA, MA, MD, ME, NC, NJ, OH, PA, SC, TN, TX, and VA 


Please note: This is a non-exempt role that will require 40/hrs per week and qualifies for our standard benefits package. The hours for this role are set at: Mon-Wed & Fri-Sat from 2:00pm-10:30pm, after an initial 3 week training period which will be during standard business hours of Monday-Friday, 8.30-4.30pm.

You will...

  • Work in a fast-paced call center environment providing exceptional customer service while acting as the face of connectRN to facilities and nurses 
  • Answer and resolve a high volume of inquiries primarily by phone
  • Maintain detail-oriented records of all calls and cases
  • Serve as a point of escalation and advanced support
  • De-escalate critical client situations that arise
  • Complete all case documentation in Salesforce in an accurate and timely fashion
  • Participate in team and company meetings on a weekly basis

You have...

  • A few years of experience in a high-volume Customer Service or Technical Support position
  • Ability to manage inbound calls at the rate of 5+ calls per hour
  • Ability to close a combination of phone, SMS, and email cases at the rate of 700 - 800 cases per month
  • Willingness to go above and beyond to solve issues
  • Commitment to excellent customer service
  • Strong interpersonal relations and communication skills (both written & verbal)
  • High attention to detail and organization
  • Strong computer skills, experience using GSuite, Excel, Word, and Internet based systems (Salesforce experience preferred)
  • High speed internet connection at home to facilitate a remote working environment
  • Ability to work some holidays (paid 1.5x)

You'll get...

  • 100% employer-paid premiums for your (and your family’s) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insurance
  • Health Savings Account with contributions from connectRN of up to $2,000 annually
  • Up to 3 weeks accrued PTO in your first year, 4 weeks of PTO in your 2nd and subsequent years
  • Ability to work from home
  • 401k with matching

  • Compensation: $20/hr starting rate with opportunity to increase with strong performance



Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time. As a healthtech company, connectRN is committed to the health of its employees and will only hire those who are vaccinated against COVID-19 or if unvaccinated exclusively due to medical or religious exemption.



connectRN is an equal opportunity employer. As Connectors, we embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.

More Information on connectRN
connectRN operates in the Healthtech industry. The company is located in Waltham, MA, Baltimore, MD and Nashville, TN. connectRN was founded in 2014. It has 300 total employees. It offers perks and benefits such as Open door policy, Team based strategic planning, Open office floor plan, Flexible work schedule, Remote work program and Mandated unconscious bias training. To see all 2 open jobs at connectRN, click here.
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