Customer Experience Representative

Location Type: Remote Employment Type: FullTime

Position Overview

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. As a Customer Experience Representative for Solace, you will support our patients and advocates via phone, email, and chat. Through feedback and action, you’ll also support our team in getting people the help they need on their healthcare journey.

In this role, you will work with our clients and advocates, supporting them in numerous ways. From appointment confirmations to in-depth troubleshooting, to coming up with creative solutions that resolve any issues that our clients and advocates encounter. You will also work with our new clients to support them during their first experiences with us, while sharing and tracking feedback so that we can make Solace a world-class experience for all of our users.

You must be based in the United States for this role.

About Solace

By harnessing the power of human connection through technology, Solace is transforming healthcare in the U.S. Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate the system without help. By helping people work with professional health advocates, Solace serves as an integral, personal support layer for health issues in a way that the health system can’t. Using proprietary technology to match patients with experienced advocates, Solace cuts through the red tape of healthcare and helps individuals and families make informed decisions that result in better outcomes.

Solace is a Series A startup founded in 2022 and backed by Inspired Capital, Craft Ventures and Torch Capital. We have a lean, fully-remote U.S. team distributed coast-to-coast.

• Check out our funding announcement in the WSJ here.
• Check out our website at https://solace.health

Responsibilities

• Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience.
• Use the resources we supply to provide world-class CS to our clients and advocates.
• Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform.
• Build strong relationships with our clients and advocates, helping them feel heard and understood.
• Take action based on the feedback you receive by reporting issues and sharing detailed notes.
• Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat.

What You Bring to the Table

• Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat.
• You’re detail-oriented and understand that sometimes the smallest details make the biggest difference.
• You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks.
• You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone.
• You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon.
• You are more than comfortable giving and receiving feedback.
• You thrive on ensuring great outcomes for every person you interact with.
• You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve.
• You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset.
• You’re flexible and willing to jump in and assist with anything when called upon.
• If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution.
• You’re a team player with a “go-getter” attitude.