Customer Experience Specialist

GoHealth Urgent Care•Rochester, MN

About The Position

You’re more valuable than ever – And that’s just how we’ll make you feel. The Customer Experience Specialist plays a critical role in shaping and supporting the customer journey by delivering empathetic, accurate, and timely service across multiple communication channels. This role is responsible for thoroughly documenting customer issues, ensuring each interaction contributes to a seamless and informed support process. As a key advocate of the company’s brand promise, the Customer Experience Specialist helps realize the company’s vision of an unparalleled, effortless, personal, and connected experience. Working cross-functionally with internal teams, this role supports continuous improvement, drives customer satisfaction, and ensures alignment with organizational goals.

Requirements

High School Diploma or Equivalent
2+ years of customer service or service desk related work experience in a medium-to-high growth company and/or entrepreneurial environments.
Proficient in Microsoft Office Suite and customer support platforms (e.g., Zendesk, Salesforce).
Exceptional written and verbal communication skills across multiple channels (email, phone, chat).
Demonstrated ability to deliver empathetic, customer-focused service and resolve inquiries with care and accuracy to help shape a positive customer experience.
Strong organizational and time management skills with the ability to prioritize tasks and manage urgent requests professionally
Skilled in synthesizing qualitative and quantitative data into clear, actionable insights and presentations.
Experience supporting remote teams and customers, with effective communication in virtual environments.
Self-motivated and proactive, with the ability to work independently and adapt to changing priorities.
Collaborative team player with a proven ability to contribute to cross-functional initiatives and shared goals.
Comfortable navigating ambiguity and contributing to process improvements and service documentation.
Knowledge of service level agreements (SLAs) and ability to generate basic reports to monitor performance metrics.
High emotional intelligence, accountability, and a growth mindset—open to feedback and learning from challenges.
Critical thinker with a solutions-oriented approach to influencing positive change.
Committed to fostering a collaborative, inclusive, and service-driven team culture.
This role involves interaction and collaboration with other departments and requires excellent judgment and interpersonal skills.

Nice To Haves

Bachelor’s Degree
Nationally certified Medical Assistant
Advanced Clinical Associate/Scribe certification
Experienced in medical office management systems and procedures (Epic and ECW)

Responsibilities

Act as a primary point of contact to provide customers with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions.
Demonstrate professional and courteous presence by providing excellent customer support through multiple channels of communication (i.e., email, phone, chat).
Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives (i.e., market launches, new center openings).
Provide answers to customers by identifying the problem, researching answers, guiding them through corrective steps if needed, and escalating queries to the appropriate department when needed for resolution.
Work within a queue support model (Zendesk & Salesforce) as the overall point for inbound Customer questions and requests through the ticketing system and Live Chat.
Making Outbound calls to support customer requests when necessary.
Responsible for adhering to Customer Experience Service Level Agreements (SLAs), ensuring they are met.
Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to leadership.
Create documentation in our Knowledge Base to constantly improve our services and processes from a tiered perspective.
Have a full understanding of the company’s products, services, and offers, including proactively communicating with market leadership when these are changed or new products and services are offered.
Partner with vendors and other teams within the organization, such as Marketing, IT, etc. to work on projects as needed.
Must complete assigned Market visits for various events such as culture days, new centers, orientations, etc.