Customer Experience Associate (Remote)

• Serve as the primary point of contact for members by handling inbound phone calls throughout your scheduled shift.

• Provide timely support via email, SMS, and other messaging channels during periods between calls.

• Deliver a concierge-level experience by answering questions, resolving issues, and guiding members through the Lifeforce experience with empathy and professionalism.

• Educate members on Lifeforce products, diagnostics, supplements, medications, memberships, and services.

• Resolve member concerns accurately and efficiently while taking ownership through to resolution.

• Confidently de-escalate challenging situations and provide thoughtful solutions that build trust.

• Navigate multiple systems simultaneously while documenting member interactions accurately in real time.

• Collaborate closely with clinical, diagnostic, pharmacy, and operations teams to ensure seamless member experiences.

• Stay current on evolving products, workflows, and internal processes through ongoing training.

• Identify recurring member trends and share feedback that helps improve the member experience.

• Consistently meet or exceed performance expectations related to quality, productivity, responsiveness, customer satisfaction, and phone availability.

• Support occasional overtime as business needs require to help maintain service levels.

• Enjoy talking with people and solving problems over the phone.

• Remain calm and professional during difficult conversations.

• Can balance multiple conversations, systems, and priorities without sacrificing quality.

• Are comfortable working in a structured environment with defined schedules and performance expectations.

• Take ownership of member issues until they're resolved.

• Thrive in a collaborative, fast-paced, and constantly evolving environment.

• 2+ years of professional work experience.

• At least 1 year of experience in a customer support, call center, contact center, or other customer-facing support role. Healthcare, wellness, or telehealth experience is a plus.

• Comfortable spending the majority of the workday providing exceptional support over the phone.

• Excellent verbal communication, active listening, and de-escalation skills.

• Outstanding written communication skills with strong grammar, spelling, and attention to detail.

• Ability to multitask across multiple systems while actively assisting members.

• Experience working with CRM or customer support platforms such as Zendesk is preferred.

• Strong problem-solving skills with the ability to make sound decisions independently.

• Highly organized with excellent time management and prioritization skills.

• Comfortable adapting to new technologies, changing processes, and a fast-paced environment.

• Able to work independently in a fully remote setting while remaining engaged with the team.

• Previous remote work experience is strongly preferred.

This is a full-time remote position with a consistent assigned schedule. Flexibility to work evenings, weekends, and holidays as business needs evolve is required.

Current Schedule Needs

• Monday-Friday: 11:30 AM - 8:00 PM Eastern Time

To be successful in this role, you'll need:

• High-speed wired internet connection

• A quiet, professional, distraction-free home workspace suitable for handling phone calls throughout your shift

What We Offer:

• $24.75 per hour 

• Remote working environment

• Company provided computer and other required equipment

• Generous benefits package including Healthcare, Dental, Vision, and Life Insurance 

• Complimentary Lifeforce Membership for Full Time Employees