Customer Experience Associate (Remote)
About The Position
Bold is the leading healthy aging platform, offering personalized, evidence-based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain, and increase physical activity levels. Innovative Medicare plans rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and that achieve significant health outcomes. Bold is backed by leading investors, including Rethink Impact, Andreessen Horowitz, and Khosla Ventures. Bold is looking for a motivated Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. To help us achieve our mission, we are looking to hire a Customer Experience Associate who is a great communicator, is critical thinking, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts . This is a full time remote role and will report to our Manager of Member Experience. As a key member of our Member Experience Team, here’s what you’ll do: Key Outcomes: Actively conduct outreach via phone, text, and email daily Successfully complete >100 outbound calls a day Enroll 25% or more of all connected leads 25% or more of of all connected members take a class within 1 week of an engagement outreach Maintain 92% or higher customer satisfaction score
Requirements
- 1-3 years of experience as an inside sales representative, call center customer service representative, or health coach
- Effective communication : Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate value proposition of Bold’s technology product and program
- Customer Service Tools : Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot)
- Organization & Attention to Detail : Ability to prioritize and handle a high volume of work while maintaining quality interactions
- Critical Thinker : Demonstrated ability to quickly and proficiently understand and absorb new information. Able to “connect the dots” so previous experiences can be applied in new contexts
Nice To Haves
- Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup)
Responsibilities
- Actively conduct outreach via phone, text, and email daily
- Successfully complete >100 outbound calls a day
- Enroll 25% or more of all connected leads
- 25% or more of of all connected members take a class within 1 week of an engagement outreach
- Maintain 92% or higher customer satisfaction score
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
11-50 employees
