Texas Original

Customer Experience Representative

Texas Original

full-time

Posted on:

Location Type: Hybrid

Location: South Austin • Texas • 🇺🇸 United States

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Salary

💰 $18 per hour

Job Level

JuniorMid-Level

About the role

  • Answer high volume incoming calls from customers, caregivers, and prescribers and assist them efficiently and professionally.
  • Perform daily outbound calls from various communication channels to new and existing patients, as well as curated call out lists distributed weekly.
  • Serve as the first line of defense for the company, upholding our standards of excellence in customer service.
  • Interact with customers via phone, email, chat, and in-person to provide assistance, answer inquiries, and resolve issues related to orders, shipments, and account management.
  • Check patient voicemails and emails and respond accordingly.
  • Process online orders accurately and efficiently, ensuring timely fulfillment and delivery.
  • Assist customers with placing orders over the phone, providing product information, pricing, and availability as needed.
  • Investigate and troubleshoot customer concerns, complaints, refunds/exchanges and escalations related to orders, payments, products, and deliveries.
  • Take ownership of issues and work diligently to find satisfactory resolutions.
  • Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement related to the ordering, pickup and delivery process.
  • Communicate feedback to relevant departments to drive continuous improvement.
  • Collaborate with other departments, including business development, logistics, marketing and inventory management, to address customer needs and ensure smooth order processing and fulfillment.
  • Maintain detailed records of customer interactions, order status, inquiries, and resolutions.

Requirements

  • High school diploma/GED required
  • 2+ years’ experience in a customer service role
  • Strong sense of professionalism and compassion required
  • Excellent verbal and written communication skills
  • Experience working with multiple CRM systems and phone experience preferred
Benefits
  • Medical
  • Dental
  • Vision
  • Telehealth – Medical
  • Telehealth – Mental Health Counseling
  • 401(k) with company matching
  • Paid Vacation
  • Paid Sick Leave
  • Paid Holidays
  • Bereavement leave
  • Pre-Tax Flexible Spending Accounts
  • Basic Term Life Insurance and AD&D
  • Travel Reimbursement (if applicable)
  • Gym Reimbursement up to $50/month
  • & More

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceorder processingissue resolutioncomplaint investigationfeedback gatheringCRM systemscall handlingorder fulfillmentproduct informationaccount management
Soft skills
professionalismcompassionverbal communicationwritten communicationproblem-solvingcollaborationattention to detailcustomer empathyactive listeningadaptability
Certifications
high school diplomaGED