Representative - Customer Experience

Our mission is simple—To help people achieve their wellness goals so they can live their best lives. We are doing this through innovative advances in technology and state-of-the-art products that maximize personal potential.

The successful candidate will be responsible for ensuring every customer they interact with has a positive experience and impression of the company.  This role entails providing product training and education to our US customer base across all current and future brands, as well as processing orders and order support from beginning to end. CRM data entry and management for all customer accounts across multiple commercial and government channels; including but not limited to: order entry and processing, customer interaction notes, and training notes.  This role will suit someone interested in health and well-being, and who is passionate about helping others.  Key character attributes include: people oriented, quick learner, clear communicator, effective listener, creative problem solver, detail oriented, and a positive team-player.

Primary Job Responsibilities:

1. Provide support to potential and existing electroCore customers across multiple channels. 

2. Intake, validate, and process orders. 

3. Troubleshoot order-related issues and discrepancies as well as device-related issues. 

4. Handle inbound phone calls and emails related to orders and product inquiries. 

5. Execute outbound white-glove customer service through texts, emails, calls and chats. 

6. Log all inbound and outbound phone interactions with customers in Salesforce. 

7. Schedule and conduct training sessions for customers on device usage. 

8. Log training cases in Salesforce for reference and reporting. 

9. Log general cases in Salesforce for escalation to tier 2 resolution.

10. Complete complaints documentation and submit to Quality within 24 hours. 

11. Perform data entry tasks, including data entry and missing information reports in Salesforce. 

12. Assist with training new CX representative hires (shadowing) 

13. Support across teams when needed.

This role will suit someone interested in health and well-being, and who is passionate about helping others. Key attributes are compassionate communicator, effective listener, creative problem solver, attention to detail, people oriented, positive, patient, self-controlled, team-player.

Skills / Qualifications:

• Excellent communication skills with patients and healthcare professionals
• A background in health-care is preferred
• An ability to consistently deliver quality customer service
• An effective listener
• A high degree of professionalism
• Meticulous attention to detail
• Aptitude and willingness to learn quickly and cross train
• Proficient in Microsoft Office, Zoom, FaceTime, Teams
• Experience with SalesForce a plus

electroCore, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.