Customer Experience Representative

Summary

Join Solace, a healthcare advocacy marketplace, as a Customer Experience Representative! You will support patients and advocates via phone, email, and chat, troubleshooting issues and providing exceptional customer service. This role involves working with clients and advocates, resolving inquiries, gathering feedback, and contributing to platform improvement. Based in the US, you will build strong relationships, ensuring positive experiences for all users. The position offers a $45,000 salary plus equity. Solace is a Series A startup with a fully remote US team.

Requirements

• Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat
• You’re detail-oriented and understand that sometimes the smallest details make the biggest difference
• You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks
• You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone
• You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon
• You are more than comfortable giving and receiving feedback
• You thrive on ensuring great outcomes for every person you interact with
• You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve
• You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset
• You’re flexible and willing to jump in and assist with anything when called upon
• If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution
• You’re a team player with a “get it done” mentality, ready to contribute meaningfully to your team’s success
• You must be based in the United States for this role

Responsibilities

• Learn the Solace systems, tools, and technology
• Use the resources we supply to provide world-class CS to our clients and advocates
• Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
• Build strong relationships with our clients and advocates, helping them feel heard and understood
• Take action based on the feedback you receive by reporting issues and sharing detailed notes
• Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat

Benefits

Compensation for this role is $45,000 salary plus equity