sales-marketing customer experience representative (remote)

Customer Experience Representative (Remote)


EverlyWell provides direct-to-consumer home health tests with easy-to-read and actionable results. We are at the forefront of personalized health, transforming the $25B lab testing industry. We empower people to take control of their health by making lab testing easy to access, understand, and afford. EverlyWell is growing rapidly and we are looking for exceptional talent to join our team. We move at a rapid pace to solve problems quickly so that our customers have a rewarding experience. If this sounds like your type of environment, we are eager to speak to you!

Job Summary:

The Customer Experience Representative will be responsible for all customer service as part of a thriving operations team. The Customer Experience Representative will proactively engage with customers, ascertain best practices and fully implement our platform to exceed our customer's health and wellness goals and expectations. The ideal candidate can quickly jump in and learn the product line and software tools in order to solve problems seamlessly -- problem solving is a must, and experience with e-commerce customer service is strongly preferred. Ultimately, this role is responsible for ensuring every EverlyWell customer has an excellent experience.

What you will do every day:

  • Manage multiple software applications (email, chat, phone) and technology platforms to provide front line support to customers as well as support offline projects
  • Manage and execute multiple special tasks and projects including but not limited to moderating customer reviews, managing customer exceptions, and providing detailed reporting
  • Advocate for customer needs by suggesting and implementing (when possible) customer experience improvements
  • Build positive rapport and communicate effectively and knowledgeably with different personality types as their main touchpoint with EverlyWell
  • Be empathetic towards customers and their needs and treat customers with first class service
  • Manage and report metrics and error rates to ensure 1-touch customer resolution and high customer experience ratings
Who you are:

  • Strong ability to empathize with others as well as the ability to interface with all levels of the organization
  • Phenomenal work ethic and an obsession with delivering the highest possible quality of work, specifically while working from your home
  • Efficient and effective in multi-tasking; you should enjoy working on multiple things at once
  • The drive to grow professionally and the commitment to make it happen
  • A true team player; you enjoy connecting with your colleagues and appreciate the camaraderie that comes with a small group
  • A very quick learner that likes to build on processes
What you bring:

  • 2+ years of working in customer service, preferably in a technical support or healthcare environment
  • Start-up or ecommerce experience highly preferred
  • Passion about healthcare and building a health brand
  • Strong written and verbal communication skills
  • Experience with Helpscout, Zendesk, Mailchimp, Mandrill, Redash and MS Office
  • Extreme attention to detail; preference for organization, order and consistently achieving goals
  • A commitment to your team and a willingness to take on roles that go beyond the call of duty
  • The ability to easily communicate with customers about sensitive or difficult topics
  • A winner’s mindset; you set out to achieve the gold and don’t accept falling short of your goals
  • Bachelor’s degree preferred but we will consider equivalent work experience
Location: Remote.

HIPAA Disclaimer: This role will be in an environment that has access to protected health information (PHI) and all security standards to protect PHI must be followed.
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