Customer Experience Associate

• Handle all incoming calls, chats, emails, SMS, and Teams messages from clients with professionalism and efficiency.
• Manage all customer assistance including data record creation, workshop and class registration, and technical troubleshooting.
• Track intake aging reports and make the necessary follow up calls and emails to doctor's offices for obtaining the LVOT referrals.
• Provide Lobby coverage as part of weekly rotation providing warm and welcoming in-person service to on site visitors.
• Provide student intake services including service appointment booking.
• Create a culture of customer satisfaction and delight, leading the transformation of our customer satisfaction delivery.
• Demonstrate high comfort levels using software apps and various database systems for data input and reporting including Co-Pilot, ETO, Online Service Navigation Form, and Microsoft Teams. Use Copilot and or equivalent AI software to generate relevant solutions and information for customers on the spot.
• Use Copilot and or equivalent AI software to generate relevant solutions and information for customers on the spot.
• Provide accurate and timely solutions for our customer inquiries, concerns, and complaints.
• Utilize active listening and empathy to understand and address customer needs effectively.
• Collaborate with team members to escalate complex issues and ensure swift solutions to any inquiries.
• Collaborate with cross-functional teams, ensuring warm handoffs, when necessary, to provide excellent service.  
• Develop and maintain comprehensive knowledge of the organization’s services, trends and changes to effectively address customer inquiries and issues.
• Uphold the organization’s values and mission in all interactions with clients and stakeholders.
• Follow best practices for customer communication and engagement across all channels to enhance customer relationships.
• Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
• Perform other duties as assigned.

• High School diploma or equivalent required; bachelor’s degree preferred.

• 1-5 years’ experience in a customer service or call center role.
• Familiar with Office365, Teams telephony and any data collection or help desk software preferred. Knowledge of Okta a plus.
• Experience and skill in using client database software and perform accurate data entry.
• Empathetic and patient demeanor when dealing with challenging situations.
• Excellent problem-solving and decision-making abilities, with a focus on delivering timely and effective solutions to customer needs. 
• Ability to prioritize and multitask effectively in a fast-paced, dynamic environment.
• Proficiency in using AI tools for ad-hoc research and delivery of information, Microsoft Office Suite, and tools, such as Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
• Flexibility to adapt to changing priorities and business needs, with a proactive and results-oriented approach to problem-solving.
• Bilingual/Spanish preferred.
• Willingness to work flexible hours, including evenings and weekends if necessary.

Salary : $26 - $28