At arenaflex, we're revolutionizing the way people approach health and wellness. As the largest longevity medicine program in the U.S., we're dedicated to providing comprehensive proactive care that combines diagnostics, doctors, coaches, and science-backed therapies. Our mission is to empower 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 and help us deliver exceptional support to our members.
**About arenaflex**
arenaflex is a cutting-edge health and wellness company that's pushing the boundaries of what's possible in proactive care. Our innovative approach combines cutting-edge diagnostics, expert medical care, and personalized coaching to help individuals achieve optimal health and wellness. With a focus on prevention and early intervention, we're helping people avoid chronic diseases and live longer, healthier lives.
**Job Summary**
As a Customer Experience Associate at arenaflex, you'll play a critical role in delivering exceptional support to our members. You'll work closely with our clinical and diagnostic teams to build relationships, understand member goals and needs, and provide personalized support to help them achieve their health and wellness objectives. This is an exciting opportunity for an ambitious and customer-focused individual who is passionate about health and wellness.
**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 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**
* Hourly: $19-22/hr commensurate with experience
**Important Notes**
* Please note 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 health and wellness and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website or by clicking on the link below.