What are the responsibilities and job description for the Customer Experience Associate (Work From Home) position at Headway?
Headway is looking for a top-notch problem-solver and communication whiz to guide providers and patients through their experience on Headway. The CX Team's mission is to deliver on the Headway promise to providers, and in this role, you will ensure this mission through one-on-one interactions with providers and patients. By working with customers through email, live chat and phone you will guide them through any challenges, resolve their operational and technical issues, making Headway feel like magic. Guided by Headway's principle of Handmade, Process-made, Product-made, you will consistently identify any trends and patterns in providers' and patients' experience, and advocate for process and product changes to remove any friction and create a delightful Headway experience.
You will:- Deliver on the Headway promise. Driven by their mission and your love of problem-solving, you will effectively and empathetically help providers and patients through any issues they encounter along their Headway user journey.
- Resolve inquiries for Providers and Patients. Solve around 40 provider / patient inquiries via email, live chat and phone daily, Mon-Fri 9-6 ET, consulting available resources and your team.
- Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway's evolving product and service, and insurance practices.
- Advocate for providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headways mission
- Communication is your superpower. You have outstanding verbal and written communication skills; you're succinct, clear, friendly, empathetic, and always solution-oriented.
- You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism.
- You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent.
- You thrive with tactical goals. You're competitive and seek to always meet and exceed targets while upholding the highest quality of your work.
- You're a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers.
