Customer Experience/Trials Associate - Pittsburgh, United States - Medix

Description

We are seeking a Customer Experience (CX) Associate to join our team as the primary point of contact for our valued customers. In this role, you will handle inquiries, resolve issues, and ensure our customers receive top-notch service across all channels. If you have strong communication skills, empathy, and a drive for customer satisfaction, we want to hear from you

Location: Remote with occasional travel to Pittsburgh office on the South Side

Schedule: M-F starting between 8am-9am

Key Responsibilities:

• Provide prompt and courteous responses to customer inquiries via phone, email, chat, and other service channels.
• Resolve customer issues efficiently and effectively, demonstrating empathy and understanding.
• Maintain accurate records of customer interactions, including details of inquiries, complaints, and resolutions.
• Collaborate with other departments such as sales, marketing, and product development to address customer needs and improve overall customer experience.
• Identify trends in customer inquiries and feedback to proactively address common issues and improve processes.
• Uphold company policies and procedures while ensuring customer satisfaction and retention.
• Continuously seek opportunities to enhance product knowledge and customer service skills through training and development programs.
• Monitor customer satisfaction metrics and contribute to initiatives aimed at improving customer satisfaction and loyalty.
• Assist with process improvement initiatives and follow project management principles.
• Act as a brand ambassador by embodying company values and always promoting a positive image to customers.

• High School Diploma or GED
• Excellent verbal and written communication skills
• Proficiency with MS Office Suite and email applications
• Familiarity with Salesforce or other CRM systems, preferred
• Past history working in customer service roles, preferred