Customer Experience Associate

TL;DR

Customer Experience Associate: Guides customers and solutions consultants through the pre-sale journey, ensuring a positive experience with an accent on responding to inquiries, resolving issues, and documenting interactions. Focus on proactive service, process improvement, and collaboration with internal teams.

Location: Must live in the Eastern time zone (US)

Company

hirify.global is a world-leader in assistive communication solutions, empowering people with disabilities to express themselves and connect with the world.

What you will do

• Guide customers and North American TD Solutions Consultants to appropriate resources, ensuring a consistent and positive pre-sale experience.
• Respond to customer inquiries and issues via phone, chat, email, and other platforms.
• Adopt a customer-first mindset to proactively provide exceptional service.
• Identify and implement improvements for internal and customer-facing processes.
• Document customer interactions within CRM systems, ensuring proper follow-up.
• Assist with product quotes and vendor requirements for federally and/or state funded agencies.
• Collaborate with the Finance team to resolve account duplication, refund requests, and invoicing issues.

Requirements

• Associate degree or 2-4 years of inside sales or customer service experience.
• Must live in the Eastern time zone.
• Excellent written and verbal communication skills with strong problem-resolution abilities.
• Experience with CRM systems (Salesforce, Dynamics 365) is preferred.
• Ability to work/train in multiple customer service management systems (Salesforce, Zuora, JIRA).
• Dedicated and private workspace free of distraction due to HIPAA requirements.

Nice to have

• Bilingual applicants are encouraged.

Culture & Benefits

• Empowering people with disabilities with assistive communication solutions.
• Opportunity to grow your career within a dynamic, global company.
• Flexible work environment that supports work-life balance.
• Collaborative work culture where individuality is welcomed.
• Values equality of opportunity, human dignity, and diversity.