Customer Experience Representative (9 AM– 6 PM PST)

📋 Description

• • As a Customer Experience Representative at Solace Corporation, you will be at the forefront of our mission to demystify and simplify the U.S. healthcare system for patients and advocates alike. This pivotal role is designed for individuals who possess exceptional communication skills, a deep sense of empathy, and a passion for problem-solving within a dynamic and mission-driven startup environment.
• • You will be the primary point of contact for our users, providing critical support through various channels including phone, email, and chat. Your day-to-day will involve a wide range of interactions, from confirming appointments and guiding users through complex processes to offering in-depth troubleshooting for technical and logistical challenges.
• • A significant aspect of your role will be to act as a creative problem-solver, developing innovative solutions to address the unique issues and concerns that our clients and advocates encounter. This requires a proactive approach, a keen eye for detail, and the ability to think on your feet to ensure a seamless and positive experience.
• • You will play a crucial role in onboarding new clients, ensuring their initial interactions with Solace are smooth, informative, and reassuring. This involves patiently explaining our services, guiding them through initial steps, and setting the stage for a successful healthcare journey.
• • A key responsibility is to meticulously gather, track, and report user feedback. Your insights will be invaluable in driving continuous improvement across our platform and support processes, directly contributing to our goal of creating a world-class customer experience.
• • By building strong, trusting relationships with our clients and advocates, you will foster a sense of being heard and understood. This involves active listening, demonstrating genuine care, and ensuring that every interaction leaves the user feeling supported and empowered.
• • You will be expected to take decisive action based on the feedback you receive, which includes clearly reporting issues, providing detailed notes, and collaborating with internal teams to implement necessary changes.
• • The ultimate goal is to resolve all client and advocate inquiries to their complete satisfaction. This means going above and beyond to ensure that every user feels valued and that their healthcare navigation needs are met with efficiency and compassion.
• • You will become an expert in Solace's systems, tools, and technology, understanding how they function as the backbone of our exceptional support experience. This continuous learning will enable you to leverage resources effectively and provide accurate, timely assistance.
• • Your ability to work effectively in a fast-paced, sometimes hectic environment will be essential. You will be expected to learn new tasks quickly and adapt to evolving priorities while maintaining a high standard of service.
• • You will be a natural troubleshooter, adept at asking the right questions to uncover the root cause of any problem. Your technical aptitude will allow you to guide users through basic technical issues with their browsers or phones, ensuring they can access and utilize our services without frustration.
• • Embracing a collaborative spirit, you will not hesitate to seek assistance from your team when necessary, but will also execute tasks confidently and independently when called upon.
• • You will be comfortable both giving and receiving constructive feedback, viewing it as an opportunity for personal and professional growth, and as a vital component of team development.
• • Your success will be measured by your ability to ensure great outcomes for every individual you interact with, contributing to their overall well-being and confidence in managing their healthcare.
• • You will enjoy and embrace interacting with a diverse range of people, understanding their unique circumstances and ensuring they receive the healthcare support they deserve.
• • Forming quick, positive connections during your interactions will be key, as will thriving under the pressure of resolving complex issues, even when faced with challenging client emotions.
• • Flexibility and a willingness to jump in and assist with any task when called upon are highly valued, reflecting our team's commitment to collective success.
• • You will be proactive in identifying areas of friction or inefficiency, not shy about reporting problems and suggesting potential solutions.
• • Ultimately, you are a dedicated team player with a "get it done" mentality, ready to contribute meaningfully to the success of your team and the overarching mission of Solace.
• • This role requires availability for a consistent 9:00 AM – 6:00 PM PST shift, ensuring reliable support for our users during core business hours.