Customer Experience Associate
TecovasSalary not specified
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Mental Health Care, Healthcare ServicesIndustries
Requirements
The ideal candidate should possess excellent written, verbal, and interpersonal communication skills, demonstrating the ability to confidently and independently communicate complex ideas in a clear and approachable manner through email or phone. They should be a creative thinker and problem solver with a proven track record of identifying opportunities for improvement, and be comfortable navigating Alma’s systems and tools, including CRM tools like Zendesk. Experience with customer service or support roles is preferred, along with a strong understanding of customer experience principles.
Responsibilities
As a Customer Experience Associate, you will deliver an exceptional support experience to providers and clients through email and phone calls by advising and guiding customers on how to best use Alma’s services, independently drafting professional emails and conducting effective phone conversations to address questions, resolve concerns, and provide clear, reliable solutions. You will become a trusted subject matter expert by mastering Alma’s systems, product lines, and brand voice, act as a professional investigator and navigator, leveraging available information and resources to thoroughly assess issues and provide the best possible solutions, deconstruct and explain complex processes and workflows in a concise and digestible way, manage ticket responses and reopened tickets, prioritizing total resolution time, and collaborate with team members when needed. Additionally, you will act as the voice of the customer at Alma, partnering with cross-functional teams to identify and implement improvements across the customer experience.
Skills
Customer Service
Communication
Organization
Empathy
Problem-Solving
Written and Verbal Communication
Alma
Digital platform connecting clients with therapists
About Alma
Alma connects individuals seeking mental health services with a variety of therapists through its digital platform, helloalma.com. The platform primarily serves clients looking for therapy for issues like anxiety, depression, personal growth, and relationship challenges. Alma's approach focuses on making therapy more affordable by partnering with insurance companies, allowing clients to save an average of 77% on therapy costs. This affordability is a key aspect that sets Alma apart from other mental health services. Additionally, Alma supports therapists by offering resources for continuing education and professional development, ensuring they are well-prepared to assist their clients. The company emphasizes the importance of the client-therapist relationship, aiming to match clients with therapists who best meet their individual needs. Alma operates on a membership model, where therapists pay a fee to access the platform's resources and client base.
New York City, New YorkHeadquarters
2018Year Founded
$214.5MTotal Funding
SERIES_DCompany Stage
HealthcareIndustries
1,001-5,000Employees