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Client Support Specialist at Global Behavioral Health Training Non-Profit Organization

Posted by
Behavioral Tech
|
Seattle, WA
New
|
Published 12 days ago

Behavioral Tech, LLC is recruiting a part time Client Services Specialist (32 hours/week) to join the Client Services Team, providing support internally to sales staff and externally to our customers.   

ABOUT BEHAVIORAL TECH 

Behavioral Tech is a mission-based organization that trains therapists around the world in Dialectical Behavior Therapy (DBT) - an evidence-based behavioral health therapy model developed as a treatment for individuals with Borderline Personality Disorder (BPD), and particularly those with chronically suicidal behavior. Our customers are clinicians that work across a spectrum of settings from traditional healthcare systems and community health centers to inpatient hospitals and prisons.  For more background, you can watch this series of videos: What Is DBT?  In short, practicing DBT is life changing for both clients and the therapists, who make a long-term commitment to working in DBT teams with other therapists. The DBT global community is a dedicated, passionate bunch, and the Behavioral Tech (BTECH) staff is no different.  

Begun by the founder of DBT, our history spans two decades, but in many ways we are like a startup, a small, hard-working group with low turnover that genuinely cares about each other. By adapting and changing, Behavioral Tech survived and thrived during the pandemic, and we plan to keep moving on delivering new trainings in new ways. We are excited to streamline our processes with the latest technology and grow into our next phase.  This role will evolve as our processes evolve. The successful candidate will join a thriving, dedicated team.   

THE POSITION 

The Client Services Specialist is a new role that combines assisting potential and existing customers with also supporting our sales team in their work, thereby laying the groundwork for a move into sales if this is of interest (but not required). The Client Services Specialist will become well-versed in customer types and needs, and the types of DBT trainings we provide.   

JOB DESCRIPTION DETAILS 

(50%) Customer service. You are the face of Behavioral Tech, often the first contact with us. The kind of people who “knock on our door” are driven to learn more about this life-saving therapy, so you’ll always have unique interactions. 

  • Gain a high-level understanding of the DBT treatment and training models from ongoing conversations with our team, reading content and watching informative videos so as to educate and direct potential and existing training customers via phone and e-mail. (Think Air Traffic Control.) 
  • Collaborate with various team members on the level of information to convey before referring them on to those team members.  
  • Also consult FAQs to answer incoming questions and add to this evolving document as needed to codify what information is shared on the frontlines.  
  • Keeping e-mail requests current 
  • General triage: Respond to incoming e-mails or pass requests to the appropriate staff member. Use pre-written answers when possible.  
  • Keeping phone requests current  
  • General triage: Respond to incoming phone calls or pass requests/voicemail to the appropriate staff member. With training inquiries, the end goal is to conduct intake/pre-screening on new customers (organizations) for trainings before handing off to Sales. 
  • Data entry with a purpose: Keeping up phone and e-mail logs, which will inform ongoing operational improvements and systems changes 
  • Represent the Customer Service perspective in training event debriefs  

(30%) Sales support  

  • Contract management 
  • Work with sales team to draft contracts by inputting terms into template  
  • After contract is signed, verify customer contact and billing information for ongoing communication and invoicing 
  • Kickstart the process for training event preparation by all members of the Client Services team 
  • Create and send invoices after the training  
  • Track DBT pre-paid ongoing consultation contracts’ expiration dates and alert the sales team to necessary renewal conversations 
  • Manage customer data entry in CRM and QuickBooks 

(10%) Provide ad-hoc training technical support via phone and e-mail at the start of trainings when participants e-mail or call for help. (Frequency: When trainings happen. 3-5x per month) 

  • Partner with the Training Support Specialist on technical support. 
  • Cross-train with the Training Support Specialist on technical training support as a primary backup if needed.  
  • (5%) Inventory Management  
  • Monitor website orders and manage our fulfillment warehouse (Mostly automated) 
  • Place book orders with our publishing house as needed for specific trainings (Frequency: ad-hoc, very quick) 

(5%) Office operations 

  • Manage our incoming mail (100% digital):  (Frequency: Daily or every few days, very quick) 
  • Manage Clinician Directory on website on an-ad hoc basis 
  • Manage office operations (Note: This is almost nonexistent now that we are mostly working remotely.) 
  • One-off administrative projects as needed, time permitting  

LOCATION & HOURS 

Although our physical address is in Seattle, not surprisingly, we are moving into a mostly remote work environment, opening the door to working with amazing people in any location. The Client Support Specialist is a part time position at 32 hours per week.  

Work hours are flexible other than a general overlap with staff for required meetings, and a required availability for the first few hours of new trainings (3-5x/month) to assist participants who need help in using our online Learning Management System. Note: Depending on where you live, this might mean sometimes starting the day earlier than usual as some trainings begin on East Coast time. 

YOU AS THE SUCCESSFUL CANDIDATE 

  • You have an interest in mental health. 
  • You have made a conscious decision to work in a mission-based organization that values diversity of thought and culture.  
  • You are a flexible problem-solver and view incoming inquiries/curveballs from a variety of people as fun challenges. 
  • You enjoy working with colleagues and management to review and enhance business processes and improve systems.   
  • You might be coming with prior retail or event management experience, meaning you are comfortable fielding incoming requests, sometimes time-sensitive, that you may not be able to answer, but will collaborate with your team to do so.  
  • You are open to change as the organization changes. 
  • If you live in a different time zone, you are able to work mainly in Pacific Standard Time for scheduled meetings and collaboration with teammates, but are very flexible overall.  
  • You can commit to a fixed few hours 3-5x per month to support the first day of new training events. (Depending on your time zone, this may involve some early starts for the East coast events.) 
  • Strong written and verbal communication. 

RECRUITING PROCESS & TIMELINE 

  • Application deadline is September 30, 2021 
  • In addition to resume, please submit cover letter detailing your interest and applicable experience.  
  • Interviews will begin mid-October. 
  • Target start date is November 1st. 

Equal Opportunity Employer Statement 

Behavioral Tech is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.  

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Behavioral Tech makes hiring decisions based solely on qualifications, merit, and business needs at the time.  

Behavioral Tech, LLC is recruiting a part time Client Services Specialist (32 hours/week) to join the Client Services Team, providing support internally to sales staff and externally to our customers.   

ABOUT BEHAVIORAL TECH 

Behavioral Tech…

Details at a Glance

  • Time Commitment
    Part Time Schedule
  • Start Date
    November 1, 2021
  • Application Deadline
    September 30, 2021
  • Education
    4-Year Degree Required

Salary

This role is currently designed for 32 hours/week, but could evolve into 40 hours/week if employee is open to growing the role as we evolve. (But is not required). Bottom line - we are flexible.

Benefits

Behavioral Tech is committed to funding the majority share of qualifying employees' healthcare premiums, and provides a retirement savings plan and pre-tax flexible spending account for additional medical and dependent care expenses.

Behavioral Tech is committed to funding the majority share of qualifying employees' healthcare premiums, and provides a retirement savings plan and pre-tax flexible spending…

Level of Language Proficiency

Fluent in English

Additional languages are a bonus!

Fluent in English

Additional languages are a bonus!

Location

Remote
Work may be performed anywhere in United States
Associated Location
1107 NE 45th St, Seattle, WA 98105, USA
Suite 114

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