[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. As a Customer Experience Representative, you will support patients and advocates via phone, email, and chat, ensuring they receive the help they need throughout their healthcare journey.

Responsibilities

• Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
• 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

Skills

• 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

Company Overview