Customer Experience Representative

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

📋 Description

• Manage a high volume of incoming and outgoing client communications via phone, email, text, and Slack, ensuring accuracy and a human touch across all channels.

• Oversee appointment scheduling, rescheduling, and cancellations with meticulous attention, often handling dozens per shift.

• Provide clients with clear, accurate, and empathetic guidance on nutrition, health, fitness, and DEXA technology.

• Collaborate with our events and operations teams to facilitate outbound communications and logistical arrangements prior to scan events.

• De-escalate and assess complex or sensitive client situations with poise.

• Participate in continuous process enhancements: identify recurring issues, recommend improved workflows, and assist in refining our customer experience standards.

⛳️ Requirements

• A minimum of 3 years of customer service experience in a high-volume setting (experience with customer experience platforms such as HubSpot, AirCall, or Zendesk is highly advantageous).

• Strong understanding of customer experience KPIs, metrics, and best practices.

• Demonstrated ability to quickly adapt, learn new systems efficiently, and successfully complete an internal knowledge and skills assessment within 90 days.

• Outstanding written and verbal communication skills, showcasing natural empathy across a diverse client base.

• A genuine interest in health, wellness, and fitness, with the motivation to learn the science behind DEXA and articulate it clearly.

• Capability to flourish with direct, candid feedback; we will provide you with precise guidance on areas for improvement.

• Based in the US, with a dependable internet connection and a quiet home office environment.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401(k) plan.

• Paid time off.

• Sick leave.

• Company-wide peer bonus program to acknowledge exceptional teamwork.

• Employee assistance program.

• Regular team events, both virtual and in-person.

• Direct mentorship from seasoned professionals who have successfully scaled companies in the past.