Customer Experience Associate

Role Overview

• Serve as the primary point of contact for members by handling inbound phone calls throughout your scheduled shift.
• Provide timely support via email, SMS, and other messaging channels during periods between calls.
• Deliver a concierge-level experience by answering questions, resolving issues, and guiding members through the Lifeforce experience with empathy and professionalism.
• Educate members on Lifeforce products, diagnostics, supplements, medications, memberships, and services.
• Resolve member concerns accurately and efficiently while taking ownership through to resolution.
• Confidently de-escalate challenging situations and provide thoughtful solutions that build trust.
• Navigate multiple systems simultaneously while documenting member interactions accurately in real time.
• Collaborate closely with clinical, diagnostic, pharmacy, and operations teams to ensure seamless member experiences.
• Stay current on evolving products, workflows, and internal processes through ongoing training.
• Identify recurring member trends and share feedback that helps improve the member experience.
• Consistently meet or exceed performance expectations related to quality, productivity, responsiveness, customer satisfaction, and phone availability.
• Support occasional overtime as business needs require to help maintain service levels.

Requirements

• 2+ years of professional work experience
• At least 1 year of experience in a customer support, call center, contact center, or other customer-facing support role. Healthcare, wellness, or telehealth experience is a plus.
• Comfortable spending the majority of the workday providing exceptional support over the phone.
• Excellent verbal communication, active listening, and de-escalation skills.
• Outstanding written communication skills with strong grammar, spelling, and attention to detail.
• Ability to multitask across multiple systems while actively assisting members.
• Experience working with CRM or customer support platforms such as Zendesk is preferred.
• Strong problem-solving skills with the ability to make sound decisions independently.
• Highly organized with excellent time management and prioritization skills.
• Comfortable adapting to new technologies, changing processes, and a fast-paced environment.
• Able to work independently in a fully remote setting while remaining engaged with the team.
• Previous remote work experience is strongly preferred.

Benefits

• $24.75 per hour
• Remote working environment
• Company provided computer and other required equipment
• Generous benefits package including Healthcare, Dental, Vision, and Life Insurance
• Complimentary Lifeforce Membership for Full Time Employees