Senior Customer Experience Associate

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

PLEASE NOTE - This role is completely remote. We are seeking an individual who sits out of Pacific Time Zone, Mountain Standard Time, or Central Standard time. This role is for a 6 month contract, and is NOT guarenteed to go permanenet afterwards

We are looking for someone who has 5+ years of Client Success Management Experience or Customer Experience

If applicable, we will give you an introductory phone call with further details!

• Title: Senior Customer Experience Associate
• Location: Remote
• Hours: M-F Day Shift (40 hours a week)
• Pay: 50,000 - 55,000/year

Please note - This is a contract position (6 months) with potential to go permanent, but is not guaranteed at this time

Overview:

The Floating Customer Experience Consultant will serve cross-functional order management 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.

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 back orders
• 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 interested, please submit your resume and cover letter! If applicable, we will give you a 10 minute introductory phone call with further details!