Description

Customer Experience Specialist

At CastleBranch, we hire people with passion. From forming groundbreaking ideas, to launching new technology; from lending a hand in our neighborhood, to serving our nationwide community of clients, everything we do is fueled by a team of passionate professionals located throughout the United States. If you are passionate and excited to be part of a growing, visionary company where your ideas are heard, you have an opportunity to be successful at CastleBranch.

How this Role Impacts CastleBranch and its People

 As a Customer Service Representative Agent, you will be the front line in providing a premier customer experience. Our Agents are responsible for answering all inbound technical and customer service inquiries, building and maintaining relationships, and communicating daily with our clients to educate and maximize the user experience. The clients we work with are enterprise businesses, higher education institutions, and hospital/health care providers. Your goal is to work with our clients from initial onboarding and continuing through their experience with CastleBranch. Achieve success by resolving inquiries efficiently, and thoroughly, resulting in overall customer satisfaction, with an overall goal to effectively diagnose customer needs and provide industry-leading support/solutions, while delivering high customer satisfaction and individual results. 

About Us

We’re not new here, but our way of thinking is. CastleBranch is a data-management company that empowers people and organizations to use their data to reach their goals. We design innovative technology solutions for the complex problems that businesses, schools, and healthcare institutions face today. We are committed to helping individuals along their transition to and through professional life, and with that, to celebrating individuals as they forge their own, unique paths forward. We champion the individual and what makes each person unique.

Areas you will Impact

• With high energy and a positive attitude, personalize each call to resolve customer concerns, prevent future issues, and promote client services in a respectful and professional manner. 
• Assist customers with software systems and compliance services, and answering all questions regarding their account including billing, workflow options, and general information. 
• Communicate with and coach our clients on the most effective ways to use our platform and services, through email, and inbound/outbound call queue. 
• Resolve all customer/client concerns in a timely manner to ensure we meet assigned call queue and email production standards. 
• Effectively develop recommendations for clients to improve their experience by conducting case and service assessments. 
• Accurately log customer interactions into systems; update logged information in a timely manner to track assessment completion, general inquiries, and/or resolution while meeting goals and metrics in place to drive completion for tier growth opportunities. 
• Other similar and/or related duties as assigned. 

Requirements

Key Skills and Experiences

• Six months to one year of tech support/customer service experience and/or equivalent transferable skills (Working in a call center, operator work, working within the healthcare administration industry)
• Comfortable efficiently navigating around a desktop computer and multiple systems simultaneously
• Possess confidence, be an excellent communicator, and exhibit learned vocal de-escalation techniques
• Lifelong learner mentality; learning and trying new things to work towards being better than yesterday
• Motivated and determined to learn new systems, services, and processes, while being flexible, adaptable to understanding the software improvement life cycle
• Positive mindset – exude a positive attitude and are a team player. Bring a passion for customer service and problem-solving to the table every time.

Our Campus

You’ll find much more than people working with their heads down at their desks here. We believe in communication and collaboration, and our home base reflects that, with plenty of space and natural light to inspire your best ideas. Our rec room hosts Ping Pong and ski ball tournaments. We believe in feeling good every day and we want each team member to feel their best here. Our campus is located across the street from Mayfaire Town Center, within walking distance of plenty of restaurants, coffee shops, and hangout spots.

Required to Thrive at CastleBranch

• Forge your path- Embrace pathing opportunities to help you grow the way you want to grow. Have the willingness to determine where you want to be and how CastleBranch can help you get there.
• Be authentic to you- Know your strengths and celebrate them. Recognize your weaknesses and grow from them. Communicate openly about both. 
• Put people first- People deserve dignity. Find respectful ways to disagree and work together to promote radical honesty and transparency. Practice compassion toward others. 
• Act with courage- It takes courage to commit to a new idea and stick with it. We’re not always right, but we always act with courage. We make big mistakes and have big breakthroughs. Own your mistakes, learn and grow. 

Benefits of Being a CastleBranch Team Member

• Paid training 
• Full medical/dental/vision coverage 
• Tenure-based PTO accrual 
• Life insurance/long- and short-term disability coverage 
• Paid community volunteer opportunities 
• Paid holidays 
• 401K with 2% matching 
• Employee referral bonus with no cap 
• Advancement opportunities
• Cross-training opportunities 
• Community perks with restaurant and gym membership discounts 

CastleBranch is an equal opportunity employer committed to creating a diverse workforce. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, service member status, amnesty or status as a covered veteran, or any other protected classification under applicable federal, state, and local laws.