Viome is a wellness as a service company that applies artificial intelligence and machine learning to biological data - e.g., microbiome, transcriptome and metabolome data - to provide personalized recommendations for healthy living. We are a small, interdisciplinary and passionate team of experts in biochemistry, microbiology, medicine, artificial intelligence and machine learning.
We are seeking a Customer Experience Specialist who is passionate about helping people. This employee will work closely with our customer base to answer inquiries, collect feedback and continually improve the Viome user experience.
We're looking to hire team members who can hit the ground running and deliver results quickly.
This is a full-time position located at our office in Santa Fe, NM.
-Provide support for Viome customers via phone, live chat and email
-Field customer queries regarding billing issues, product problems, service questions and general concerns
-Build sustainable relationships and trust with customers through open and interactive communication
-Take part in developing the customer support knowledge base
-Log all customer interactions, process customer accounts and file documents
-Work with the management to maintain product knowledge and be informed on changes in company policies
-Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
-Suggest and implement ways to optimize user-experience for Viome customers
-Impact Viome's bottom line using creative problem-solving to ensure customer satisfaction
-High school diploma/GED required (Associate's degree in a business-related field preferred)
-Strong phone contact handling skills and active listening
-Comfortable working cross-functionally with Translational Scientists, Engineers, and Operations team members
-Multi-task, prioritize, and manage time effectively
-Ability to produce reports and summarize calls, feedback and concerns
-Remain professional and courteous with customers at all times
-Available to work occasional nights, holidays and weekends
-Excellent verbal and written communication skills
-Knowledge of Freshdesk or similar customer support software a plus
-Technical, medical, nutritional or biology background desired
Our ideal candidate has technical competence, a positive attitude and enjoys working as part of a team. If you have the skills and are excited about Viome's mission, we'd love to hear from you!
Principals only. Recruiters, please don't contact this job poster.
do NOT contact us with unsolicited services or offers