About You and The Role

Centralized Call Center Interns will function as Zipline’s frontline link to customers. As the primary point of contact, they will process orders from various customers, answer inquiries, resolve concerns, and uphold Zipline’s promise of exceptional service, ensuring a positive experience at every touchpoint. Excelling in this role requires a blend of healthcare knowledge and strong customer service skills; an essential combination for meeting customer needs while navigating the complexities of Zipline operations and service delivery.

What You'll Do

Order management and customer interaction

• Handling inbound and outbound calls and chat inquiries from healthcare providers and other Zipline customers by adhering to the respective standard metrics as well as operational SOPs.
• Receiving incoming orders from customers via approved ordering methods and processing them through the Zipline order management system with the right priority and information.
• Applying strong judgment and coordination between warehouse operations and flight operations team to prioritize orders based on the urgency of the requested products.
• Monitoring order status and proactively communicating any delays or challenges to the customers.

Customer service and experience management

• Serve as the liaison between Zipline and its customers, delivering exceptional Zipline-branded customer service to attract and retain clients.
• Addressing inquiries from healthcare providers and all Zipline customers regarding order status, delivery schedules and product details.
• Timely and proper escalating the customer complaints through Zipline escalation tools and channels.

Professional development

• Participating in ongoing training and development programs to enhance operations and customer service skills.
• Stay updated on company products, services and standards operating procedures.

What You'll Bring

• Customer-first mindset & empathy: you instinctively place patients and customers at the center of every interaction, balancing compassion with clear, solution-oriented communication.
• Healthcare system and supply chain management fluency: coursework or hands-on exposure in nursing, pharmacy, public health, lab science or supply-chain means you understand medical terminology, cold-chain needs and the criticality of getting the right product to the right facility, fast.
• Growth and continuous improvement mindset: actively seek feedback, foster a supportive team culture, share expertise openly, and actively pursue new learning opportunities to elevate operational excellence as well as individual growth.
• Calmness under pressure: adept at handling multiple concurrent orders, including emergency blood, urgent vaccines, and routine requests while maintaining accuracy and calm in a fast-paced, high-stakes situation.
• Clear and excellent communication ability: fluent in customer conversations, able to translate complex operational details into simple, actionable updates for customers and teammates. Consistently applying professional messaging standards across all channels (phone, chat, email,...)

What Else You Need to Know