Customer Experience Representative

Role Overview

• Answer high volume incoming calls from customers, caregivers, and prescribers and assist them efficiently and professionally.
• Perform daily outbound calls from various communication channels to new and existing patients, as well as curated call out lists distributed weekly.
• Serve as the first line of defense for the company, upholding our standards of excellence in customer service.
• Interact with customers via phone, email, chat, and in-person to provide assistance, answer inquiries, and resolve issues related to orders, shipments, and account management.
• Check patient voicemails and emails and respond accordingly.
• Process online orders accurately and efficiently, ensuring timely fulfillment and delivery.
• Assist customers with placing orders over the phone, providing product information, pricing, and availability as needed.
• Investigate and troubleshoot customer concerns, complaints, refunds/exchanges and escalations related to orders, payments, products, and deliveries.
• Take ownership of issues and work diligently to find satisfactory resolutions.
• Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement related to the ordering, pickup and delivery process.
• Communicate feedback to relevant departments to drive continuous improvement.
• Collaborate with other departments, including business development, logistics, marketing and inventory management, to address customer needs and ensure smooth order processing and fulfillment.
• Maintain detailed records of customer interactions, order status, inquiries, and resolutions.

Requirements

• High school diploma/GED required
• 2+ years’ experience in a customer service role
• Strong sense of professionalism and compassion required
• Excellent verbal and written communication skills
• Experience working with multiple CRM systems and phone experience preferred

Benefits

• Medical
• Dental
• Vision
• Telehealth – Medical
• Telehealth – Mental Health Counseling
• 401(k) with company matching
• Paid Vacation
• Paid Sick Leave
• Paid Holidays
• Bereavement leave
• Pre-Tax Flexible Spending Accounts
• Basic Term Life Insurance and AD&D
• Travel Reimbursement (if applicable)
• Gym Reimbursement up to $50/month
• & More