At arenaflex, we're revolutionizing the way people approach proactive care and longevity medicine. As the largest longevity medicine program in the U.S., we're committed to providing comprehensive, science-backed solutions that empower individuals to achieve their peak health. We're seeking an exceptional Customer Experience Associate to join our team and help deliver an unparalleled member experience.
**About arenaflex**
arenaflex is a pioneering organization that's redefining the future of proactive care. Our innovative approach combines diagnostics, expert care, and science-backed therapies to support individuals in achieving optimal health. With a passion for health and wellness, we're dedicated to creating a community that empowers people to take control of their well-being.
**Job Summary**
As a Customer Experience Associate, 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. You'll work closely with our clinical and diagnostic teams to provide personalized, high-touch support that exceeds our members' expectations. This is an exciting opportunity for an ambitious and customer-focused individual to join our team and contribute to the growth and success of arenaflex.
**Responsibilities**
* Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
* Actively engage 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
* Anticipate and address member concerns with empathy, delivering an exceptional customer journey
* Resolve issues in a personalized, accurate, and timely manner
* Provide concierge experience to our customers by offering advice related to products and services
* Become an expert in all arenaflex systems, processes, products, and service offerings and maintain up-to-date knowledge in a fast-changing environment
* Complete trainings and up-trainings as-needed
* Maintain the highest level of discretion when dealing with customer issues
* Strive to meet and exceed structured performance targets
* Report on customer trends and feedback
* Complete occasional overtime when needed by the business to maintain SLAs
**Requirements**
* 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 are 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**
* 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
Hourly: $19-22/hr commensurate with experience.
**Important Note**
Please be aware that job scams are on the rise. If you are 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 excited about the opportunity to join arenaflex, please submit your application through our website. We can't wait to hear from you!
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