Customer Experience Specialist at Weave

Lehi, Utah, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Service, SaaS, TechnologyIndustries

Requirements

Demonstrate Weave's core values
Ability to demonstrate ethical behavior and decision making at all times
Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor
Ability to build relationships with a wide variety of customers
Excellent written and verbal communication skills
Passionate about helping the customer; must be positive, attentive, and demonstrate the ability to do what's necessary to get the situation resolved

Responsibilities

Consult with each customer on products or features not currently being utilized to provide them with more tools for success
Give suggestions as you see opportunities for customers to use their features more effectively
Provide value for Weave’s products by educating customers on the advantages of the services they are utilizing
Review case and call history to gain a better grasp of customer situations, while providing escalation paths that win back customer loyalty
Review overall accounts to gain intelligence on how the customer is currently utilizing Weave, finding and sharing opportunities for them to succeed, while pushing value for underused products and services
Provide basic and enhanced training opportunities, while helping to gain insight on desired features/functionality and sharing details with the Product team
Help illuminate areas that will help the customer save money, staying ahead of technical issues/incidents, while helping them remain with the service
Offer additional training/consultation when downgrade risk is presented
Check warranty status, assist in phone swaps, and send upsell requests for equipment to the sales team
Help customers feel confident and motivate them to purchase additional services and products by showing the value and effectiveness, routing to sales
Answer customer account questions as an expert in product, customer, and business systems
Ensure timely case management for all queues relating to this role

Skills

Customer Support

Product Knowledge

Customer Retention

Issue Resolution

Training Delivery

Account Review

Risk Mitigation

Escalation Management

Feature Consultation

Customer Advocacy

Weave

Patient communication solutions for healthcare providers

About Weave

Weave provides patient communication solutions tailored for dental and optometry practices. Its platform includes tools for scheduling appointments, sending reminders, managing patient reviews, and enabling two-way texting and calling. This helps healthcare providers interact with patients more effectively and manage their daily tasks. Weave also offers features like virtual waiting rooms and remote communication options, which are especially useful during the COVID-19 pandemic. The company operates on a subscription-based model, allowing clients to pay a recurring fee for access to its services, which vary based on practice size and needed features. By focusing on improving operational efficiency and patient satisfaction, Weave distinguishes itself from competitors in the healthcare technology market.

Lehi, UtahHeadquarters

2008Year Founded

$143MTotal Funding

IPOCompany Stage

Enterprise Software, HealthcareIndustries

501-1,000Employees

Risks

Increased competition from fast-growing companies like Pure Healthcare.

Slow adoption of digital payment solutions in healthcare may hinder Weave's features.

Economic downturns could affect subscription-based revenue models for healthcare practices.

Differentiation

Weave integrates AI tools for enhanced communication and scheduling in healthcare.

Weave offers a comprehensive suite of tools for dental and optometry practices.

Weave's platform supports virtual waiting rooms and remote communication options.

Upsides

Weave's new platform interface integrates AI for improved user experience.

Payment Reminders feature helps healthcare practices collect outstanding balances efficiently.

Weave's partner marketplace enhances operational efficiency for healthcare practices.

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