Customer Experience Specialist
About the role As a Customer Experience Specialist, you will serve as a subject matter expert for both our larger CX team, as well as our patients. You will interact with patients across a variety of channels every day, including email, phone, EMR, and chat, to provide timely and comprehensive assistance in your area of expertise. In addition, you will be working closely with our Clinical Support team and/or Medical Team to address questions and/or needs related to products, dosing, and at-home testing to ensure that positive outcomes are met. What you'll do
- Become an AgelessRx product expert by supporting and educating customers on their longevity journey
- Complete additional subject matter expertise training, as assigned
- Answer prospective and current patient inquiries timely, efficiently, and thoroughly to maximize satisfaction
- Assist patients in achieving successful outcomes by obtaining feedback, providing advanced product/service support, and/or partnering with medical providers
- Proactively identify patient inquiries that require clinical and/or provider insight, and escalate accordingly
- Assist with developing and improving the customer experience infrastructure
- Help develop and improve company processes and internal CX efficiency
- Partner with pharmacy partners and necessary vendors to ensure prescriptions and/or services are delivered on time
- Assist with updating patient medical records, as needed
- Participate in departmental growth experiments to further our service offerings, as needed
- Provide administrative support for various medical initiatives, including small clinical trials
Qualifications
- Minimum 2 years in a client facing role
- Certified health coach certification (such as NBHWC) or previous education and/or experience with a health coaching program
- Education and/or professional experience in health, wellness, or a related field
- Excellent verbal and written communication skills
- Excellent organizational skills and exceptional attention to detail
- Strong problem-solving skills
- Ability to work both independently and as a member of a team
- Ability to manage time effectively while handling multiple tasks
- Ability to work consistently between the hours of 11am and 8pm EST, Monday through Friday
- Interest in the anti-aging/longevity movement