Customer Experience Specialist

ABOUT 10X HEALTH SYSTEM
10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance.

The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

POSITION SUMMARY
As a Customer Experience (CX) Specialist, you will be the trusted second point of contact for our customers, expertly handling inquiries and resolving escalated issues with empathy, professionalism, and a strong commitment to delivering exceptional service that leaves a lasting impression. 

Your role will involve providing detailed information about 10X Health’s products and services, managing complex customer cases, and ensuring a positive and seamless customer experience. You will work closely with cross-functional teams to address customer needs, maintain accurate records, and uphold company policies. Success in this role requires critical thinking, strong problem-solving abilities, and excellent communication skills - along with a genuine passion for helping others and a sense of personal accountability. This role is more than just answering questions; it's about building meaningful relationships and contributing to an outstanding customer experience within the 10X Health community. 

OBJECTIVES

• Provide compassionate, solution-oriented support to clients by addressing inquiries, resolving concerns, and guiding them through challenges related to 10X Health’s product offerings
• Resolve assigned escalations from call center representatives and proactively reach out to customers when additional information or follow-up is needed 
• Educate clients on the features and benefits of 10X Health’s services, tailoring information to support individual wellness goals and drive customer engagement 
• Maintain accurate and up-to-date client records, including demographics, contact details, and primary health concerns, ensuring compliance with privacy regulations
• Document all customer interactions with attention to detail and data integrity across CRM platforms 
• Communicate with customers across multiple channels—including Salesforce, email, and phone—ensuring consistent, high-quality support 
• Coordinate with cross-functional teams to facilitate a seamless, personalized client experience from start to finish 
• Support administrative needs such as scheduling appointments, processing payments, and managing records, while upholding service standards 
• Stay informed on procedural updates, company policies, and evolving health and wellness trends to ensure accurate and current client support 
• Participate in training and continuous improvement efforts to enhance service quality and contribute to a high-performing, client-centered team 

COMPETENCIES

• Exceptional communication skills with the ability to engage clients empathetically and professionally, even in challenging situations
• Proven critical thinking and sound judgment in navigating complex client needs and delivering effective, compliant solutions 
• Unmatched critical thinking skills and decision-making under pressure, maintaining a composed, solution-oriented mindset during periods of high demand 
• Demonstrated commitment to delivering high-quality service with a continuous focus on identifying opportunities to improve client satisfaction
• Meticulous attention to detail in maintaining accurate documentation and safeguarding client data integrity across systems 
• Effective time management skills with a track record of meeting deadlines and managing competing priorities in fast-paced, dynamic environments 
• Extensive experience collaborating across teams to support shared goals and ensure a seamless, consistent client experience 
• Maintains a positive, optimistic attitude, fostering a supportive and motivating environment

EDUCATION AND EXPERIENCE

• An associate's degree is preferred, but relevant work experience will also be considered
• Prior experience in customer service, or a related role, within healthcare or wellness is required 
• Proficient in CRM systems (e.g., Salesforce, Shopify), Microsoft Office Suite, and other relevant software. Experience with data analysis and reporting is a plus. 

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting at a desk and working on a computer
• Ability to interact with clients both virtually and in-person, in either a clinic or mobile setting
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements

Salary : $50,000 - $65,000