Customer Experience Associate - Phoenix, United States - Withcove

Description

**Customer Experience Associate**

at Thirty Madison Phoenix, AZ ****About Thirty Madison****

Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.

In just three years, weve built four brands on top of our platform: (for mens hair loss), (for migraine), (for GI conditions), and our newest brand, (for allergies). Were growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.

This year, we are honored to become certified and be included on Built In's 2021 list of , and . This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.

Were seeking a Care Specialist to represent our brand, Keeps, to our customers. As a direct-to-consumer, online brand, our team of Customer Experience Associates are often the first and last interaction our customers will have with the brand and company.

In this role, you'll help customers quickly resolve issues and help us build internal processes to better serve our customers. This is an incredible opportunity to help build the first healthcare brand that people can love and to create an exceptional experience for customers across the country. Note: This position has a primary focus on customer service, working live and non-live contact channels.

The March 2022 hiring class is being hired in the **Phoenix, AZ** area exclusively. It is a remote role that requires a quiet, private work environment with high-speed internet at your home majority of the time (95%), while occasionally working from an office in Downtown Phoenix (5%). You will need to live within 30 minutes of the Downtown Phoenix location.

Field and respond to inbound customer questions and needs through ZenDesk via email, phone, live chat, SMS, and social media

Troubleshoot issues with account management, shipments, billing, and more

Consolidate and report common technology issues customers face to the product and development team

Develop and implement initiatives to improve or automate processes related to CX and Operations

Be the voice of the customer during internal conversations

Find ways to raise the bar on customer experience, to ensure were always delivering the best possible experience to everyone

At least 1 year of experience in a customer-facing role

Experience with ZenDesk, or another customer support ticket system, is a major plus

Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup

Great written and verbal communication

Superb judgment, the ability to think quickly on your feet, and deep empathy

Proficiency in Spanish is a plus

****Benefits for full-time Thirty Madison employees:****

Competitive salary packages and career development opportunities

100% coverage on many health, dental, and vision insurance plans

401k with a match, commuter benefits, and FSA

Budget for the technology tools you need whether its a laptop, monitor, or special software

Annual $750 vacation stipend and $750 wellness allowance

*Contractors, temps, and interns are not eligible for benefits.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Contact us to request accommodation.

These are unprecedented times and we understand COVID-19 is impacting everyone differently. Our primary goal from the beginning of the pandemic has been to ensure employee safety. We went from optional to mandatory work-from-home very quickly in early March, and we have told employees that they can work remotely to allow them to plan accordingly.

We have also rolled out several initiatives to help our team successfully navigate the uncertainty associated with COVID-19. These initiatives have included providing funds for home office improvements, medical reimbursements, free meditation/mindfulness tools, mandatory Me Days away from work, company-wide Refresh days off, and fun opportunities to connect live with teammates each week (such as virtual escape rooms). We continue to examine different benefits, tools, and processes that best support our employees as we continue to work remotely and eventually begin transitioning back to the office.

Please be aware that there are fraudulent entities who are claiming to be affiliated with Thirty Madison in order to trick job seekers into divulging personal information or making payments based on false representations while impersonating Thirty Madison. These entities solicit money and personal information under the guise of offering you a position with Thirty Madison. The scammers use many methods to perpetuate these scams, including using Thirty Madisons trademarks on their correspondence to potential victims. Thirty Madison takes the safety and integrity of those seeking employment with us very seriously and we work cooperatively with our legal team, security department and local authorities to address this issue. If you receive a job offer that claims to be from Thirty Madison, please take steps to confirm that it is legitimate by reviewing the offer carefully and contacting Thirty Madison directly if you have any concerns at all. Please note that Thirty Madison will never ask you for bank account or credit card information, and Thirty Madison will not charge you money to apply for a job with Thirty Madison.*

Location (City) * *

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Thirty Madisons Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a wa