At arenaflex, we're revolutionizing the way people approach health and wellness by providing a comprehensive proactive care program that combines diagnostics, doctors, coaches, and science-backed longevity therapies. As a leading longevity medicine program in the U.S., we're dedicated to empowering individuals to take control of their health and live their best lives.
We're seeking an ambitious and compassionate Customer Experience Associate to join our team. As a key member of our clinical and diagnostic teams, you'll play a vital role in building relationships with our members, understanding their unique goals and needs, and delivering exceptional support throughout their journey with arenaflex. If you're passionate about health and wellness, have a gift for delivering high-touch, ongoing member support, and are eager to grow with a dynamic organization, we encourage you to apply.
**Responsibilities:**
As a Customer Experience Associate at arenaflex, you'll have the opportunity to make a meaningful impact on the lives of our members. Your key responsibilities will include:
* Responding to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
* Actively engaging new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
* Anticipating and addressing member concerns with empathy, delivering an exceptional customer journey
* Resolving issues in a personalized, accurate, and timely manner
* Providing concierge experience to our customers by offering advice related to products and services
* Becoming an expert in all arenaflex systems, processes, products, and service offerings and maintaining up-to-date knowledge in a fast-changing environment
* Completing trainings and up-trainings as needed
* Maintaining the highest level of discretion when dealing with customer issues
* Striving to meet and exceed structured performance targets
* Reporting on customer trends and feedback
* Completing occasional overtime when needed by the business to maintain SLAs
**Requirements:**
To succeed in this role, you'll need to possess the following qualifications and skills:
* 2+ years of work experience
* 1+ year of experience in a customer-facing support role
* Experience working in a remote, health-related field or role is preferred
* Ability to balance efficient execution with a high attention to detail, and quality, in a fast-paced, omnichannel environment
* Exceptional organizational skills while prioritizing tasks, and team collaboration
* Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information. Experience with Zendesk is preferred
* Excellent problem-solving and communication skills
* Ability to demonstrate strong writing skills, spelling, and grammar
* Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred
* Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred
* Ability to work non-standard business hours, including weekends, evenings, and holidays. PST hours are strongly preferred
* Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity
**What We Offer:**
At arenaflex, we're committed to providing a supportive and dynamic work environment that fosters growth and development. As a Customer Experience Associate, you'll enjoy:
* A talented, creative, and High-EQ team
* Company-provided computer and required equipment
* Competitive pay with equity compensation
* Complimentary arenaflex Membership for Full-Time Employees
* Generous benefits package including Healthcare, Dental, Vision, Life Insurance, and Wellness Care
* Ability to create the culture of the organization as an early key contributor
* Opportunity to truly have an impact within a growing organization
* 100% remote working environment
**Compensation:**
$19 - $22 an hour, commensurate with experience.
**Important Note:**
Please be aware that job scams are on the rise. If you're contacted for this role, it will be from a team member with an email address domain of @arenaflex.com. Our company does not use Microsoft Teams and will never ask you to disclose your banking information.
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and are eager to join a dynamic organization, please apply through our website. We can't wait to hear from you!