Participant Experience Coordinator

Reports To: Participant Experience Manager
Work Environment: Business Office
Travel: None

There will be a skills test required if chosen for an interview!

Job Summary:
The Participant Experience Coordinator is a service professional responsible for delivering exceptional service to
clients and participants. This role serves as a primary representative of the company in all interactions-whether in
person, by phone, or in writing- and plays a role critical for the service based mission of CAS.

Duties/Responsibilities:
To perform this job successfully, the individual must be able to perform each essential function of the job
satisfactorily. This includes but is not limited to the following:
Represents CAS in a friendly and professional manner in-person, over the phone, and in writing
Serves as the first level of contact for verbal and written participant communication
Responds to participant email inquiries from Info email in a timely and professional manner
Follows appropriate escalation procedures
Provides exceptional customer service in light of ongoing changes in the industry
Assists other teammates and teams as needed
Other duties as assigned, including special projects
Adheres to all company policies
Maintains client and participant accounts, updating account information, as needed, and ensuring all
records are complete and current
Safeguards confidential information and adheres to all applicable privacy, security and HIPAA
requirements when accessing, handling and disclosing protected information

Minimum Requirements:
High school diploma or equivalent required; associate or bachelors degree preferred.
Customer service experience preferred
Proficient experience with spreadsheets and/or bookkeeping software, data entry, word processing, email management, and file management
Excellent communication skills
Excellent attention to detail skills
Presents a professional image
Ability to build rapport and collaborate with others

Knowledge, Skills, and Abilities:
To perform this job successfully, the individual must demonstrate the knowledge, skills, and abilities required to
perform the job. This includes but is not limited to the following:
Advanced understanding of company products, services and internal processes.
Proficiency with internal systems, email management and reporting tools.
Advanced experience with word processing, spreadsheets, data entry, e-mail management, and file
management
Strong interpersonal skills, ability to relate to a wide range of people, and collaborate well with others
Excellent communication skills to include:

o actively pays attention to, and participants in, communication with others
o adapts communication style to audience
o friendly
o confident
o gives and receives feedback
o volume and clarity
o empathetic
o respectful
o responsive

Ability to manage escalations with professionalism and discretion.
Displays initiative, a desire to learn and develop, a willingness to help others
Mentors fellow Customer Service team members, leads by example
Generates ideas, solves problems as they arise
Excellent attention to detail skills to include:
o organizational skills
o time management skills
o analytical skills
o observational skills
High level of efficiency, accuracy, and responsibility
Handles and protects confidential and sensitive information with utmost importance
Excellent understanding of customer care and services
Prioritizes and manages different tasks at once
Works effectively to meet deadlines
Thrives in pressured or stressful situations
Committed and flexible attitude
Presents a professional image
Must be flexible with work schedule to support cyclical work demand