Customer Experience Specialist I

The Customer Experience Specialist I serves as a trusted resource for US Med-Equip’s hospital partners and internal teams, providing responsive, exceptional customer support and guidance. This role is ideal for associates with a strong understanding of USME’s systems, services, and equipment who are ready to take on greater responsibility, including managing more nuanced partner needs and identifying opportunities to improve customer experience.

Day in the Life

• Provide extraordinary customer service and customer experience, listening intently to their needs and responding promptly and professionally to USME team member and hospital partners’ equipment requests and inquiries by telephone and other channels
• Enter data for the quick dispatch and documentation of the partner’s or USME team member’s needs using our company portal
• Support hospital partners by efficiently onboarding new contacts and updating existing contact records in the portal with accuracy and care.
• Communicate partner needs and concerns across departments with accuracy, professionalism, and urgency
• Respond to inquiries with clarity and care, ensuring partners understand and feel confident in the information provided
• De-escalate challenging situations by actively listening, showing empathy, and providing solutions in a calm and supportive manner
• Guide and support Customer Experience Associates, answering questions and helping them navigate systems, processes, and reports
• Assist new team members with understanding and applying CEC performance metrics
• Collaborate with cross-functional teams to identify ways to enhance the overall partner experience
• Document all partner interactions thoroughly and follow through on all service commitments
• Participate in professional development sessions and remain up to date on USME equipment, operations systems, policies, and procedures
• Identify and report recurring issues and recommend improvements to systems, services, or processes
• Meet or exceed individual and team performance metrics
• Take initiative on special assignments or projects as requested by CEC leadership
• All others duties as assigned

Qualifications

• Proactive, action-oriented mindset with a strong sense of initiative
• Demonstrated problem-solving skills and ability to work efficiently under pressure
• Reliable and flexible, with availability to support operational needs during emergencies or unexpected demands
• Positive, empathetic attitude with the ability to remain calm and courteous in high-stress situations
• Strong verbal and written communication skills, including active listening and clear explanation of concepts
• Adaptable and resilient in a fast-paced, constantly evolving environment
• Consistently meets or exceeds performance metrics and quality standards
• Quick to learn and effectively apply new technologies and workflows
• Detail-oriented with strong organizational and typing skills

Education and Experience

• At least 1-2 years of customer service experience, preferably in a contact center or healthcare-related field
• High school diploma or equivalent required
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams)
• Advanced knowledge of contact center platforms and operational systems