About the Role
Title: Client Experience Specialist
Location: Los Angeles, CA, Phoenix, AZ or Remote
The Job
Each day, hundreds of people seek our help getting disability benefits or insurance compensation. Theyre intimidated by the process, unsure where to turn, and desperate for good advice.
As part of our Client Experience team, your job is to get them on the right path. Youll spend each day communicating with clients across channels phone, email, and text to understand their situation, figure out whether we can help them, and advise them on next steps.
This job is different from traditional customer service or sales: Our service is totally free, and clients are desperate for our help so you’ll rarely talk to an angry customer and never sell someone a service they dont want. The interactions are deeply rewarding, and clients are profoundly grateful. But you will have to navigate conversations on deeply personal and sad topics, gently but quickly offer guidance, and handle many different interactions over the course of a day. You’ll become an expert on a complex and interesting field, learn to rapidly navigate our internal tech platforms and tools (Salesforce, Front, etc.), and help hundreds of ordinary people (each with a unique story) every week.
Please note: You dont need any prior legal knowledge or experience to excel in this job.
Qualifications
Required:
- You have at least three years of professional work experience, and have succeeded in jobs that involve talking to customers all day (CX, sales, support, hospitality, etc.).
- You care about people and can interact with folks from all walks of life; youre able to simultaneously be supportive to a person in crisis and quickly drive a conversation.
- Youve had a metrics-driven role where you strove to hit performance metrics, and in it you exceeded the goals set for you and outperformed your peers.
- Youre a quick learner and a competent writer, able to master complex new topics and platforms when given instruction and support.
Bonus / Nice-to-Have:
- Youve previously worked at a fast-growing startup or particularly high-performing service/sales/support team from a company known for great customer service.
- You have experience using Salesforce and/or Front.