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Role Description

The Customer Experience Specialist plays a critical role in shaping and supporting the customer journey by delivering empathetic, accurate, and timely service across multiple communication channels.

• Thoroughly document customer issues, ensuring each interaction contributes to a seamless and informed support process.
• Act as a key advocate of the company’s brand promise, helping realize the company’s vision of an unparalleled, effortless, personal, and connected experience.
• Support continuous improvement, drive customer satisfaction, and ensure alignment with organizational goals by working cross-functionally with internal teams.

Qualifications

• High School Diploma or Equivalent
• 2+ years of customer service or service desk related work experience in a medium-to-high growth company and/or entrepreneurial environments.
• Bachelor’s Degree (preferred)
• Nationally certified Medical Assistant (preferred)
• Advanced Clinical Associate/Scribe certification (preferred)
• Experienced in medical office management systems and procedures (Epic and ECW) (preferred)

Requirements

• Proficient in Microsoft Office Suite and customer support platforms (e.g., Zendesk, Salesforce).
• Exceptional written and verbal communication skills across multiple channels (email, phone, chat).
• Demonstrated ability to deliver empathetic, customer-focused service and resolve inquiries with care and accuracy.
• Strong organizational and time management skills with the ability to prioritize tasks and manage urgent requests professionally.
• Skilled in synthesizing qualitative and quantitative data into clear, actionable insights and presentations.
• Experience supporting remote teams and customers, with effective communication in virtual environments.
• Self-motivated and proactive, with the ability to work independently and adapt to changing priorities.
• Collaborative team player with a proven ability to contribute to cross-functional initiatives and shared goals.
• Comfortable navigating ambiguity and contributing to process improvements and service documentation.
• Knowledge of service level agreements (SLAs) and ability to generate basic reports to monitor performance metrics.
• High emotional intelligence, accountability, and a growth mindset—open to feedback and learning from challenges.
• Critical thinker with a solutions-oriented approach to influencing positive change.
• Committed to fostering a collaborative, inclusive, and service-driven team culture.
• Excellent judgment and interpersonal skills required for interaction and collaboration with other departments.

Essential Duties and Responsibilities

• Act as a primary point of contact to provide customers with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions.
• Demonstrate professional and courteous presence by providing excellent customer support through multiple channels of communication (i.e., email, phone, chat).
• Collaborate with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Provide answers to customers by identifying the problem, researching answers, guiding them through corrective steps if needed, and escalating queries to the appropriate department when needed for resolution.
• Work within a queue support model (Zendesk & Salesforce) as the overall point for inbound customer questions and requests through the ticketing system and Live Chat.
• Make outbound calls to support customer requests when necessary.
• Responsible for adhering to Customer Experience Service Level Agreements (SLAs), ensuring they are met.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to leadership.
• Create documentation in our Knowledge Base to constantly improve our services and processes from a tiered perspective.
• Have a full understanding of the company’s products, services, and offers, including proactively communicating with market leadership when these are changed or new products and services are offered.
• Partner with vendors and other teams within the organization, such as Marketing, IT, etc. to work on projects as needed.
• Complete assigned Market visits for various events such as culture days, new centers, orientations, etc.

GoHealth Core Values

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion to better understand team members, customers, and partners.
• Courage & Integrity: Models and practices the highest ethical and professional standards.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done.

Physical Requirements

• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (10-25 lbs.).
• Travel: Travel may be required, including travel between Company locations and out-of-town destinations as needed (up to 25% travel).
• Safety Equipment: May require the use of safety equipment for infection prevention.