Gympass is hiring a
CX Associate

Summary

The job description is for a Customer Experience Associate position at Wellhub in Houston. The role involves handling customer inquiries, building relationships with other teams, and staying updated on product improvements. The required qualifications include 2 years of experience in customer service or call center environments, fluency in US English, and past work experience with US companies/customers.

Requirements

• 2 years in customer service or call center environments working with customers over the phone, livechat and email
• Possess past work experience with US companies/customers
• Strong customer support presence (people can literally hear you smiling)
• Ability to navigate multiple screens
• Must be able to speak, read and write in US English clearly, professionally, and fluently

Responsibilities

• Assigned to support the Clients/ Customers as the main point of contact for the US CX team
• Become the expert/main point of contact between CX and our Client Success, Clients
• Build relationships with the Client Success, and Operations teams
• Handle second-tier Clients and contacts escalations
• Assist Clients with following up on second-level issues
• Stay up to date on product improvements/updates
• Responds to customer inquiries that are more complex or critical
• Analyze customers’ needs and understand how to escalate issues to other Wellhub service or technical departments as needed along with close looping reported issues with customers to ensure a better experience
• Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction
• Leverage existing customer applications and databases to research service and product information
• Provide information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken; attentiveness to notes/customer interaction detail for auditing, reporting and customer experience purposes
• Deliver outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships
• Responsible for ensuring adherence to all operations and compliance procedures

Preferred Qualifications

• Bilingual in English and Spanish is a plus
• Dedicated worker, with the ability to work well both independently and within the context of a larger collaborative unit
• Must have moderate level experience with MS Suite (Email, Excel, Word, data entry, etc..)
• Problem solving and critical thinking

Benefits

• Health, dental, vision, and life insurance
• Flexible work: This position will be based in Houston. For most, this will be a hybrid office structure but can vary depending on the needs of the role and employee preferences
• Flexible schedule: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs
• WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more
• PAID TIME OFF: It’s to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
• PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave
• CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• CULTURE: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day