Customer Experience Associate
Age BoldDigital Health company
RemoteMid
Andreessen Horowitz
Khosla Ventures
Rethink Impact
Samsung NEXT Ventures
GingerBread Capital
Primetime Partners
Operations & Strategy
About the role
TL;DR
Conduct outreach to increase enrollment and program completion rates.
- •Bold is looking for a motivated Bilingual (English/Spanish) Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates.
- •Key Responsibilities Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets.
- •Successfully complete assigned tickets each day.
- •Maintain an >80% phone answer rate per week.
- •Act as a "hub" for all inbound questions regarding Bold and our offerings to people.
- •Maintain 92% or higher customer satisfaction score.
- •Act as the voice between both customer and Bold.
- •Requirements 1-3 years of experience as a customer support representative.
- •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 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.
- •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).
- •Communication: Exceptional verbal and written communication skill.
- •Reporting: Ability to report bugs with detailed description and data to the engineering team.
- •Soft Skills: High levels of empathy, patience, and a positive attitude.
- •Problem-Solving: Strong ability to analyze situations and solve issues efficiently.
- •Technical Skills: Proficiency with computers.
- •Experience with HubSpot, Insightly, Slack or JustCall are a plus.
Required skills
Customer Service
Domain expertise
healthcare
Tech stack
HubSpot