Customer Experience Associate

Summary

Join Bold, a leading healthy aging platform, as a Customer Experience Associate! This full-time, remote role involves high-volume outreach to members via phone, text, and email to boost enrollment and program completion. You will be responsible for achieving key performance indicators such as daily call volume, enrollment rates, and customer satisfaction. The ideal candidate possesses 1-3 years of experience in inside sales, call center customer service, or health coaching, along with strong communication and organizational skills. Bold offers competitive hourly pay ($20-$22/hour) plus an annual bonus and a commitment to building an inclusive work environment.

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. You showcase the ability to effectively communicate value proposition of Bold’s technology product and program
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot)
• 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 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

• We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $20.00-$22.00/hour in addition to an annual bonus
• The exact salary will depend on the relevant and transferable experience you bring to the role