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Customer Experience Representative

4 months ago

Fremont, United States Luminostics Full time

**Customer Experience Representative (Remote)**

Fremont / Commercialization Customer Experience / Salary ( Exempt ) At Clip Health, we are relentlessly executing on the vision to enable accessible, personalized, and actionable health testing, with immediate follow-up, across infectious, metabolic, endocrine, and chronic diseases and conditions. The Clip Platform brings our proprietary glow-in-the-dark nanochemistry in combination with connected easy-to-use hardware and delightful-to-use mobile apps to at-home, point-of-care, and enterprise settings. We are backed by 10s of millions in funding from Khosla Ventures, Y Combinator, and the National Institutes of Health, have an FDA-authorized COVID-19 rapid test in use around the country, and are in late stage development on two at-home rapid infectious disease tests for launch in the coming months. We are based in Fremont, CA and are approaching 100 employees.

As a successful Clip Health Customer Experience Representative, you will be responsible for maintaining and growing the relationships with our client base by servicing their needs for onboarding, training and inbound inquiries. You will report to the Customer Experience Lead and work closely with Sales & Marketing, Logistics, and Quality Assurance to identify, troubleshoot, and solve complex issues in real time. Further, your goal is to help develop a streamlined and pleasant experience across all customer touchpoints. This is a fantastic opportunity, with tremendous growth potential, to build deep and lasting relationships with customers from the ground up and have a lasting impact on a fast-growing, mission-driven company at the frontier of the consumer-centric future of healthcare. **Supervisory Responsibilities**

+ None.

**Duties/Responsibilities**

+ Customer onboarding: Shepherding the customer from the point of purchase through the logistics of sending product, receiving and set-up, and gathering crucial customer information along the way.

+ Training: Ensuring that customers are set up and able to use our devices properly, and that they know the proper lines of communication to receive the fastest and most helpful response.

+ Fielding customer inquiries: Responding to messages and inquiries from customers regarding product specifications and workflow optimizations.

+ Troubleshooting: Responding to customer complaints and working with them to find resolutions. Escalating the complaint if necessary to involve other resolution teams and maintaining records of all active complaints.

+ Providing, maintaining and growing an engaging customer experience.

**Required Skills/Abilities**

+ Demonstrates genuine empathy for our customers and collaborates effectively across teams to find solutions

+ Excellent verbal/written communication skills

+ Strong interpersonal, prioritization, and organization skills

+ Skilled in Microsoft Word, Excel, PowerPoint, Teams and Google Suite applications

+ Experience with CRM such as Zendesk or Salesforce

**Education and Experience**

+ Bachelors degree in marketing, business, or related field

+ 2+ years of customer support experience working in a high-growth, tech-focused startup environment

+ Ability to provide support for technically complex products (training will be provided)