Customer Experience Specialist - Alan Health Technologies Inc.
New York, NY
About the Job
About Us: Alan Health (formerly Alan Meds) is a telehealth platform dedicated to personalized, results-driven wellness solutions. We specialize in providing affordable access to GLP-1 medications and expert care, with a focus on weight management and expanding into other wellness areas. Our mission is to make personalized health care more accessible, empowering people to achieve better health outcomes through innovation and flexibility. We pride ourselves on delivering exceptional service and support to ensure our customers have a seamless experience with their accounts and orders. We’re looking for enthusiastic individuals who share our commitment to customer care to join our remote team.
Opportunity: As a Specialist in the Customer Experience team, you will ensure our customers and community receive the highest quality support and customer experience. You will become an expert on our product offerings and subscription models to provide expert advice and troubleshooting to our customers via phone, email, and chat. You will support the onboarding and new customer experience with proactive outreach and engagement. You will ensure the ongoing success and retention of customers with daily support and issue resolution. You must be passionate about changing the personalized health experience and making it a differentiator for Alan Health.
This is a full-time, non-exempt role reporting to the Manager of Customer Experience. At least one weekend work day (Saturday or Sunday) is required.
Opportunity: As a Specialist in the Customer Experience team, you will ensure our customers and community receive the highest quality support and customer experience. You will become an expert on our product offerings and subscription models to provide expert advice and troubleshooting to our customers via phone, email, and chat. You will support the onboarding and new customer experience with proactive outreach and engagement. You will ensure the ongoing success and retention of customers with daily support and issue resolution. You must be passionate about changing the personalized health experience and making it a differentiator for Alan Health.
This is a full-time, non-exempt role reporting to the Manager of Customer Experience. At least one weekend work day (Saturday or Sunday) is required.
What you’ll do:
- Effectively respond to customer inquiries via phone, email and chat to ensure that all customers have a unique and memorable experience at every touchpoint with the brand.
- Consistently achieve daily productivity and quality goals according to our standards.
- Maintain expert-level knowledge of all Alan Health processes and procedures according to HIPAA training and standards.
- Attend and provide active participation in training, team meetings, and process improvement efforts.
What you’ll bring:
- 1 years of support experience in a fast-paced environment.
- Passion for helping customers via multiple engagement channels and very comfortable across phone, chat, and email to drive issues to resolution.
- Attention to detail and focus to master processes and hit daily targets.
- Strong people skills — you are friendly, empathetic, a good listener, and you’re invigorated by constant personal interaction.
- Problem-solving skills and a willingness to navigate complex customer inquiries and difficult conversations.
- Familiarity working with support ticketing and/or support CRM software tools such as Zendesk or Salesforce).
- Excellent written and oral communication skills.
- Flexible for the weekend shifts.
The base salary range for this position is $23.00-$26.00 per hour.
We have a market-based compensation structure. The salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location.
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Source : Alan Health Technologies Inc.
