Our Remote Health Team is looking for a full-time, seasoned Customer Experience Specialist who is able to work on Saturdays on a PST workday schedule.
Our Remote Health Consultants (RHC’s) are at the forefront of client interactions and key to our customer experience strategy. This role will provide client assistance via phone, chat, and email. You will help clients make basic adjustments to their accounts, answer general questions, as well as de-escalate and triage challenging situations. Beyond working in Hubspot Service (our CX platform), our RHC team hosts insightful, non-judgmental group consultations to our clients via webinar, educating them about their bodies and health through their DEXA scan results, and motivating them to succeed.
We are looking for a seasoned CX professional who is obsessed with delivering an exceptional customer experience, has a strong familiarity with CX KPIs and processes, and a passion for health and wellness.
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What Will You Do?
- Handle daily phone, chat, and email customer service requests originating from customers and from teammates.
- Provide comprehensive review of results from BodySpec’s body composition analysis system to individual clients via webinar, leveraging our presentation templates.
- Answer client questions about nutrition, health, fitness, and the DEXA technology.
- Assist event and support teams with outbound customer communications regarding service logistics, as well as internal triaging of issues.
- $18.03 per hour base pay.
Notes:
- This is a 5-day a week fully remote position.
- Must be able to work Saturdays on a consistent basis.
- Must be able to work Pacific Time hours, up to 7pm PST on some days.
- Previous Customer Service experience required. Strong understanding of KPI’s such as first response time, resolution time, upsell/crossell, and CSAT
- Previous professional experience in or strong passion for health and wellness is required.
- When applying for this position, please include what dates and times you would be available for work in a given week in your cover letter.
Compensation:
Starting rate of $18.03 - $20.91 per hour
- The rate of $18.03 per hour is the effective rate if we don’t hit our monthly team goals. The rate of $20.91 per hour is the effective rate if we do hit our monthly team goals. All goals are designed to be challenging but doable. We hit the majority of goals each year.
- Stock option grants based on performance.
- We expect both base and bonus compensation to grow as the company grows. Additionally, all base wages are adjusted for inflation changes every 6 months.
Benefits:
- Sick leave
- Paid time off
- Health, dental, and vision insurance
- 401k
- Company-wide peer bonus program, where cash bonuses are distributed in recognition of excellent team support
- Employee assistance program
- Regular virtual and in-person social events
- Allowances for forging social connections with colleagues, including travel budget for visiting other operating regions.
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