Representative - Customer Experience

electroCore, Inc.; Rockaway (NJ); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in wellness technology is seeking a Representative for Customer Experience. The role focuses on ensuring positive customer interactions, processing orders, and providing product training. Ideal candidates are passionate about health, detail-oriented, and effective communicators. Join us to make a difference in customer wellness journeys.

Qualifications

• Compassionate communicator and effective listener.
• Detail-oriented and a team player.
• Willingness to learn quickly and cross-train.

Responsibilities

• Provide support to potential and existing customers across multiple channels.
• Intake, validate, and process orders.
• Schedule and conduct training sessions on device usage.

Skills

Communication

Listening

Problem Solving

Attention to Detail

Education

Healthcare background

Tools

Salesforce

Microsoft Office

Zoom

FaceTime

Teams

Job description

Join to apply for the Representative - Customer Experience role at electroCore, Inc.

Description

Our mission is simple—To help people achieve their wellness goals so they can live their best lives. We are doing this through innovative advances in technology and state-of-the-art products that maximize personal potential.

The successful candidate will be responsible for ensuring every customer they interact with has a positive experience and impression of the company. This role entails providing product training and education to our US customer base across all current and future brands, as well as processing orders and order support from beginning to end. CRM data entry and management for all customer accounts across multiple commercial and government channels, including order entry, processing, customer interaction notes, and training notes. This role is ideal for someone interested in health and well-being, passionate about helping others. Key attributes include: people-oriented, quick learner, clear communicator, effective listener, creative problem solver, detail-oriented, and a positive team-player.

Primary Job Responsibilities

1. Provide support to potential and existing electroCore customers across multiple channels.
2. Intake, validate, and process orders.
3. Troubleshoot order-related and device-related issues.
4. Handle inbound phone calls and emails regarding orders and product inquiries.
5. Execute outbound white-glove customer service via texts, emails, calls, and chats.
6. Log all interactions with customers in Salesforce.
7. Schedule and conduct training sessions on device usage.
8. Log training cases and general cases in Salesforce for reference, reporting, and escalation.
9. Complete complaint documentation within 24 hours.
10. Perform data entry tasks and support training new CX representatives.
11. Assist across teams as needed.

Requirements

This role suits someone interested in health and well-being, passionate about helping others, with key attributes including: compassionate communicator, effective listener, creative problem solver, attention to detail, people-oriented, patient, self-controlled, and a team-player.

Skills / Qualifications

• Excellent communication skills with patients and healthcare professionals.
• Healthcare background preferred.
• Ability to deliver high-quality customer service.
• Effective listening skills.
• Professionalism and meticulous attention to detail.
• Willingness to learn quickly and cross-train.
• Proficiency in Microsoft Office, Zoom, FaceTime, Teams.
• Experience with Salesforce is a plus.

electroCore, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.