Remote Customer Experience Associate

Summary

Join Bold, a leading healthy aging platform, as a Customer Experience Associate to conduct high volume outreach to new and existing members, increasing enrollment and program completion rates. This is a full-time remote role that reports to the Manager of Member Experience.

Requirements

• 1-3 years of experience as an inside sales representative, call center customer service representative, or health coach
• Effective communication: Empathetic and active listener for our future and existing members
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and Zendesk)
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to ‘connect the dots’ so previous experiences can be applied in new contexts

Responsibilities

• Actively conduct outreach via phone, text, and email daily
• Successfully complete >100 outbound calls a day
• Enroll 25% or more of all connected leads
• 25% or more of all connected members take a class within 1 week of an engagement outreach
• Maintain 92% or higher customer satisfaction score

Preferred Qualifications

Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup)

Benefits

$20.00-$22.00/hour in addition to an annual bonus