Customer Experience Associate (Bilingual; Spanish) (Remote)

Key Outcomes:

• Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets.
• Successfully complete assigned tickets each day.
• Maintain an >80% phone answer rate per week.
• Act as a "hub" for all inbound questions regarding Bold and our offerings to people.
• Maintain 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

The most important skills for the role are:

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate Bold’s technology product and programs.
• 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. Ability to move quickly and efficiently using several programs to solve member issues.
• 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).
• Communication: Exceptional verbal and written communication skill.
• Reporting: Ability to report bugs with detailed description and data to the engineering team.
• Soft Skills: High levels of empathy, patience, and a positive attitude.
• Problem-Solving: Strong ability to analyze situations and solve issues efficiently.
• Technical Skills: Proficiency with computers. Experience with HubSpot, Insightly, Slack or JustCall are a plus.

In addition to the above, it would be great if you also had:

• 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)