Customer Experience Associate
Lifeforce
Customer Service
Remote
Posted on Sep 11, 2024
Lifeforce is the largest longevity medicine program in the U.S. and the future of proactive care. We’ve built the first comprehensive proactive health program combining diagnostics, doctors, coaches, and science-backed longevity therapies.
We are hiring a Customer Experience Associate with a passion for health and wellness who will work alongside our clinical and diagnostic teams. You’ll work to build relationships with our members and understand their unique goals and needs. You’ll go above and beyond to solve problems, navigate them smoothly through our process, and educate them on how our diagnostic tests, supplements, pharmaceuticals, and expert care combine to support their peak health. This role represents an amazing opportunity for an ambitious associate with a passion and gift for delivering high-touch, ongoing member support.
Responsibilities will include:
- Respond to customer inquiries across email, phone, SMS and other messaging systems with excellent tone, grammar and spelling for written communications
- Proactively contact new subscribers and members as needed to ensure they convert successfully
- Resolve issues in a personalized, accurate and timely manner
- Build long-term relationships with our customers by offering advice related to products and services
- Become an expert in all Lifeforce systems, processes, products and service offerings and maintain up-to-date knowledge in a fast-changing environment
- Complete trainings and up-trainings as-needed
- Maintain highest level of discretion when dealing with customer issues
- Strive to meet and exceed structured performance targets
- Report on customer trends and feedback
- Complete occasional overtime when needed by the business to maintain SLAs
You should get in touch if you have:
- 2+ years work experience
- 1+ year experience in a customer-facing support role. Experience working in the telehealth field is preferred.
- Ability to balance efficient execution with a high attention to detail, and quality, in a fast-paced, omnichannel environment
- Exceptional organizational skills while prioritizing tasks, and team collaboration
- Experience working in multiple systems and successfully navigating multiple sources of information. Experience with Zendesk is preferred.
- Excellent problem solving and communication skills
- Ability to demonstrate strong writing skills, spelling and grammar
- Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
- Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
- Willingness and ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
- History of success thriving in a fast-paced, collaborative, team environment.
What we offer:
- A talented, creative, and High-EQ team.
- Competitive pay with equity compensation.
- Generous benefits package including Healthcare, Dental, Vision.
- Ability to create the culture of the organization as an early key contributor.
- Opportunity to truly have an impact within a growing organization.
Please note that job scams are on the rise. If you are contacted for this role, it will be from a team member with an email address domain of @mylifeforce.com. Our company does not use Microsoft Teams and will never ask you to disclose your banking information.
