Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for members by managing incoming phone calls during your scheduled hours.

• Offer prompt assistance via email, SMS, and other messaging platforms during periods of inactivity between calls.

• Provide a high-level concierge service by addressing inquiries, resolving issues, and guiding members through the Lifeforce experience with care and professionalism.

• Inform members about Lifeforce products, diagnostics, supplements, medications, memberships, and services.

• Effectively resolve member issues while taking full responsibility until the matter is settled.

• Confidently manage challenging situations by providing thoughtful solutions that foster trust.

• Efficiently navigate multiple systems simultaneously while accurately documenting member interactions in real time.

• Work closely with clinical, diagnostic, pharmacy, and operations teams to ensure a seamless experience for members.

• Keep up-to-date with evolving products, workflows, and internal processes through continuous training.

• Recognize recurring member trends and provide feedback that contributes to enhancing the member experience.

• Consistently achieve or surpass performance expectations regarding quality, productivity, responsiveness, customer satisfaction, and phone availability.

• Be available for occasional overtime as needed to maintain service levels.

⛳️ Requirements

• A minimum of 2 years of professional work experience.

• At least 1 year of experience in customer support, call center, contact center, or another customer-facing support role. Experience in healthcare, wellness, or telehealth is advantageous.

• Comfortable spending the majority of the workday providing outstanding support over the phone.

• Excellent verbal communication, active listening, and de-escalation skills.

• Exceptional written communication skills with a strong grasp of grammar, spelling, and attention to detail.

• Ability to multitask across various systems while actively assisting members.

• Preferably experienced with CRM or customer support platforms like Zendesk.

• Strong problem-solving abilities with the capacity to make sound decisions independently.

• Highly organized, possessing excellent time management and prioritization skills.

• Comfortable adapting to new technologies, changing processes, and a fast-paced work environment.

• Capable of working independently in a fully remote setting while staying engaged with the team.

• Previous remote work experience is strongly preferred.

🏝️ Benefits

• $24.75 per hour

• Remote working environment

• Company provided computer and other necessary equipment

• Comprehensive benefits package including Healthcare, Dental, Vision, and Life Insurance

• Complimentary Lifeforce Membership for Full Time Employees