Customer Experience Associate

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Lifeforce

WebsiteLinkedInAll Job Openings

51 - 200 employees

🧘 Wellness

⚕️ Healthcare Insurance

💰 $12M Series A on 2023-05

Wellness • Healthcare Insurance

Lifeforce is a health and wellness company focused on providing holistic solutions for improving overall well-being. Their services include personalized wellness plans, nutritional supplements, and health coaching. Lifeforce aims to empower individuals to take control of their health through a combination of expert guidance, cutting-edge health technology, and natural products.

📋 Description

• Serve as the primary point of contact for members by handling inbound phone calls throughout your scheduled shift. • Provide timely support via email, SMS, and other messaging channels during periods between calls. • Deliver a concierge-level experience by answering questions, resolving issues, and guiding members through the Lifeforce experience with empathy and professionalism. • Educate members on Lifeforce products, diagnostics, supplements, medications, memberships, and services. • Resolve member concerns accurately and efficiently while taking ownership through to resolution. • Confidently de-escalate challenging situations and provide thoughtful solutions that build trust. • Navigate multiple systems simultaneously while documenting member interactions accurately in real time. • Collaborate closely with clinical, diagnostic, pharmacy, and operations teams to ensure seamless member experiences. • Stay current on evolving products, workflows, and internal processes through ongoing training. • Identify recurring member trends and share feedback that helps improve the member experience. • Consistently meet or exceed performance expectations related to quality, productivity, responsiveness, customer satisfaction, and phone availability. • Support occasional overtime as business needs require to help maintain service levels.

🎯 Requirements

• 2+ years of professional work experience • At least 1 year of experience in a customer support, call center, contact center, or other customer-facing support role. Healthcare, wellness, or telehealth experience is a plus. • Comfortable spending the majority of the workday providing exceptional support over the phone. • Excellent verbal communication, active listening, and de-escalation skills. • Outstanding written communication skills with strong grammar, spelling, and attention to detail. • Ability to multitask across multiple systems while actively assisting members. • Experience working with CRM or customer support platforms such as Zendesk is preferred. • Strong problem-solving skills with the ability to make sound decisions independently. • Highly organized with excellent time management and prioritization skills. • Comfortable adapting to new technologies, changing processes, and a fast-paced environment. • Able to work independently in a fully remote setting while remaining engaged with the team. • Previous remote work experience is strongly preferred.

🏖️ Benefits

• $24.75 per hour • Remote working environment • Company provided computer and other required equipment • Generous benefits package including Healthcare, Dental, Vision, and Life Insurance • Complimentary Lifeforce Membership for Full Time Employees