• Develop and maintain all customer and trial relationships - maintaining brand voice and values
• Identify ideal customer profiles and map customer journeys 
• Identify the gaps in customer experience across all touchpoints - from purchase to product return to customer support
• Handle all change order and service requests that come in through email, phone, chat, and customer service platforms with promptness and 100% accuracy
• Handle shipment order status inquiries and follow through on all requests.
• Daily community management and execution to answer questions and drive engagement within the customer base.
• Analyze consumer feedback to help brainstorm and implement data-driven strategies and programs.
• Assist fellow team members when needed or asked to ensure the company’s success. 
• Fill in where needed as asked by the team lead, supervisor, or manager.
• Maintain awareness of current industry standards, social media, competitive landscape, and market trends.
• Lead all communications with empathy and understanding of the consumer experience.

Skills: Relationship Management, Customer Profiling, Experience Gap Analysis, Order Handling, Community Management, Feedback Analysis, Team Support, Empathetic Communication

• Complete mastery and knowledge of company registration flow, subscription, and account management
• Products/features, and refund process to balance business and member needs
• Respond to members in an efficient, friendly, and professional manner over email and social channels
• Ensuring the highest possible level of customer satisfaction and advocacy
• Contribute work to projects overseen by the Customer Experience Manager
• Reports and recommendations that include top contact drivers and bug status updates
• Represent the voice of the customer to various Product, Engineering, Content, and Marketing teams
• Improving the customer experience, each customer at a time.
• Provide excellent customer service and support to maintain positive business and customer relationships
• Use CRM to track call results and pipeline growth
• Follow up on sales campaigns via email, phone calls, and live chat to build a qualified sales pipeline
• Utilize fraud management tools to prevent and analyze fraudulent orders
• Conduct research and continuously prospect for lead generation

Skills: Registration Flow Mastery, Multichannel Communication, Customer Satisfaction, Project Contribution, Reporting Skills, Cross-Functional Representation, CRM Proficiency, Fraud Management

• Utilize Zendesk and other tools to answer customer product inquiries
• Troubleshoot and resolve customer inquiries regarding online orders, tracking shipments, product questions, and other e-commerce support questions
• Diligently capture ticket data by categorizing and tagging each request
• Maintain individual and team KPIs
• Maintain a master level of knowledge on available products and services to know the perfect fit for customers
• Provide a world-class concierge service experience and overview on products for walk-in and virtual appointment customers.
• Qualify customers' needs by asking probing questions - schedule appointments with appropriate sales staff to meet those needs
• Participate in weekly team meetings and various pieces of training
• Effectively communicate and collaborate with team members
• Performs other work-related duties as assigned such as competitive research, assist with website merchandising, and user acceptance testing
• Build customer relationships and communicate effectively in real-time through phone, email, and chat

Skills: Zendesk Proficiency, Issue Resolution, Data Categorization, KPI Management, Product Knowledge, Concierge Service, Customer Qualification, Team Collaboration

• Provide Customer Service Support for existing customers for quotes, general questions, and assistance with escalations.
• Monthly proactive outbound communication with existing customer base 
• Provide new solution information and strengthen the existing relationship.
• Work with Partners to collect new information about areas of interest can present to customer base and potential new customers.
• Work with Technical Solutions Engineers to finalize all sales contracts and be accountable for transition to project management/deployment and support teams.
• Work with Customer Experience Team to organize and keep track of activities and tasks
• Interact directly with customers and partners to assist in proposals and demos.
• Create content for customer communications (emails, landing pages, documents)
• Product updates and new features overview, other product notices, etc.
• Escalate concerns and proactively reach out to customers
• Take part in longer-term projects based on the needs of the business and personal interests

Skills: Customer Service, Proactive Communication, Relationship Building, Partner Collaboration, Contract Management, Activity Tracking, Proposal Assistance, Content Creation

• Responding to telephone calls and emails promptly
• Ensuring always working towards the best answers and solutions for customers
• Being thoughtful and proactive in order to anticipate and solve problems
• Working with online systems to understand, manage and track questions and responses
• Using excel and customer support platform Help Scout for issue tracking and reporting
• Working with marketing, finance, and production
• Ensure customer exceptions are clearly documented, communicated
• Paying close attention to details, critical thinking, and seeking advice from fellow teammates
• Assisting with projects and tasks for other departments during free time
• Collaborate with the Customer Experience Team to support customer and partner engagement and proposals
• Embrace vision for customer happiness and act on it during every interaction
• Monitor recurring customer experience data, analyze patterns and proactively provide solutions

Skills: Prompt Communication, Problem Anticipation, System Management, Excel Proficiency, Help Scout Expertise, Cross-Department Collaboration, Detailed Documentation, Proactive Analysis

• Experience working on a team and can cultivate collaborative team growth and development
• Have a keen eye for detail
• Know how to manage a project end-to-end and can keep team members on stringent timelines throughout that process
• Comfortable communicating with Sr. leadership and collaborating cross-functionally
• Adapt to each situation quickly and are able to drive full ownership of work. 
• Able to troubleshoot quickly, but also know the right times to ask for help
• Team player and are capable of empathizing with others. 
• Experience in a customer experience / customer support role
• Significant experience with Zendesk or another CRM
• Experience at a fintech or consumer tech company 

Qualifications: BA in Psychology with 3 years of Experience

• Experience in a Customer Service role and Zendesk and Slack experience 
• Strong interpersonal skills
• Able to connect with others to understand specific needs
• Excellent verbal and written communication skills
• A desire to learn - sales/customer service, business development
• Effective communication skills
• Friendly and people-oriented
• Positive attitude, and an excellent work ethic
• Ambitious, driven, and enthusiastic
• Experience analyzing data and identifying trends and patterns
• Intellectually curious and quick to pick up new skills/technologies.

Qualifications: BA in Communications with 4 years of Experience

• Experience in a healthcare field 
• Experience in a call center environment 
• Knowledge and operational experience in Medicaid and/or CHIP programs 
• General knowledge of public health, managed care, human services systems, and local and statewide political systems
• Knowledge of Medicaid and managed care programs.
• Basic understanding of a call center environment and quality monitoring processes
• Ability to establish and maintain effective working relationships with applicants, beneficiaries, and co-workers.
• Ability to problem solve through analysis and ongoing feedback.
• Ability to work with people of diverse backgrounds.
• Data entry skills to include accuracy and spelling
• Ability to handle multiple tasks and meet deadlines, flexibility under pressure

Qualifications: BA in Business Administration with 2 years of Experience

• Have a do-it-yourself mentality to grow must learn new skills
• Have an outgoing personality and talk to people on a daily basis
• Have high integrity
• Must be passionate about growth, development, and people, period
• Ability to maintain strict confidentiality
• Ability to maintain self-control under stressful situations.
• Capable of working independently
• Excellent verbal, written, and interpersonal skills
• Proficient in the use of a personal computer, including MS Office Suite and Avaya telephone system
• Ability to work with people of diverse backgrounds
• Have experience in a customer engagement related role or as a customer service representative

Qualifications: BA in Marketing with 3 years of Experience

• Excellent verbal and written communication
• Active listening and customer empathy
• Strong drive to deliver results and strong follow-up skills
• Able to come up with a solution that gets the job done today
• Excels at cross-functional teamwork & communication
• Sales, customer service, or real estate experience 
• A strong work ethic, top-notch written and oral communication skills, and high standards when it comes to customer service.
• Online customer service experience, and working knowledge of Zendesk and/or Magento
• Proficiency using G Suite (Google Docs, Sheets, etc.).
• Must have a positive attitude and be self-sufficient
• Possess strong interpersonal and time management skills

Qualifications: BA in Advertising with 3 years of Experience