Senior Customer Experience Associate

We are currently hiring for a Remote Senior Customer Experience Associate to join a Durable Medical Equipment company based in Pittsburgh, Pennsylvania.

Please note - we are looking for someone who has 5+ years of lead/senior customer experience!

Title: Senior Customer Experience Associate

Location: Remote

Pay: $50-55,000/year

Hours: M-F Day Shift, flexible start time between 8-9 AM EST

Please note - This is a contract position (6 months) that is in the works of going permanent afterwards, but not guaranteed

Overview:

The Floating Customer Experience Consultant will serve cross-functional ordervmanagement responsibilities, including functions within trial programs, Augmentative and Alternative Communication (AAC) and Boardmaker order management and customer experience. This position will interact with special accounts, including High Volume Evaluators. As a senior Sales Enablement department member this role will have responsibility for process improvement initiatives and maintenance of internal work instructions and templates.

This individual would also lead meetings when needed

KEY RESPONSIBILITIES:

• Guide customers and other CX associates to resources, ensuring internal and external customers have a consistent and positive pre-sale experience
• Respond to inquiries and issues requiring in depth research and follow through
• Approve and process customers for programs such as Evaluation Center discount programs and special versions of software
• Assist in the creation of internal tools and resources including email templates, training guides, checklists, videos, and part number and product resources
• Support billing functions within the Boardmaker and Canadian AAC order management process
• Represent the Customer Experience Team and their customers during Go to Market and other Product related meetings and activities
• Actively participate in process improvement projects; manage smaller improvement projects
• Submit completed quotes and bids to federally and/or state funded agencies
• Liaise with re-sellers and other special accounts
• With the Customer Experience Manager, track and provide report outs on customer and internal customer trends and needs
• Review and update departmental forms and internal process documentation
• Provide reporting assistance to team managers
• Resolve escalated order management issues, assist with order management quality assurance initiatives and monitor backorders
• Perform various other duties as assigned

MINIMUM QUALIFICATIONS:

• High school Diploma, Bachelor's degree preferred
• 5 years experience in a related position where inter-departmental communication, product knowledge, continuous improvement, customer service and attention to detail have been demonstrated; senior level experience strongly preferred

COMPUTER OR TECHNICAL SKILLS:

Proficiency in MS Office, including Excel, Word and PowerPoint

PHYSICAL REQUIREMENTS:

• Ability to lift up to 25 pounds
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

WORK ENVIRONMENT REQUIREMENT:

• Ability to multi-task and work with interruptions
• Ability to communicate in different settings and with a variety of communication partners
• Travel may be required on occasion (1-2 times per year)

If applicable, we will give you a 10 minute introductory phone call with further details!