Customer Experience Associate (Remote)

Remote

Bold is the leading healthy aging platform, offering personalized, evidence-based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain and disability, and increase physical activity levels. Innovative Medicare health plans and provider groups rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and that achieve significant health outcomes. Bold is backed by leading investors, including Rethink Impact, Andreessen Horowitz, Khosla Ventures, GingerBread Capital, Primetime Partners, and Maveron.

Bold is looking for a motivated Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. 

To help us achieve our mission, we are looking to hire a Customer Experience Associate who is a great communicator, is critical thinking, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts. This is a full time remote role and will report to our Manager of Member Experience.

As a key member of our Member Experience Team, here’s what you’ll do:

Key Outcomes: 

• Actively conduct outreach via phone, text, and email daily
• Successfully complete >100 outbound calls a day
• Enroll 25% or more of all connected leads
• 25% or more of of all connected members take a class within 1 week of an engagement outreach
• Maintain 92% or higher customer satisfaction score  

The most important skills for the role are*:

• 1-3 years of experience as an inside sales representative, call center customer service representative, or health coach
• Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate value proposition of Bold’s technology product and program 
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and Zendesk)
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to “connect the dots” so previous experiences can be applied in new contexts

In addition to the above, it would be great if you also had: 

• Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup) 

*We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges and will help us build a best in class company that will change what it means to age. 

Interested? Great! Here’s what you should know:

At Bold we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation and disability status. If you’re motivated by our mission and eager to contribute to our team and culture, we’d love to hear from you.

Compensation: 

We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $20.00-$22.00/hour in addition to an annual bonus. The exact salary will depend on the relevant and transferable experience you bring to the role.