Experience Specialist

POSITION: Experience Specialist

REPORTS TO: Director of Sales Operations

CLASSIFICATION: Full-time, Hourly, Non-Exempt

LOCATION: Austin, TX

Position Overview: The Experience Specialist is the primary point of contact for inbound communications and AI-generated escalations, skillfully managing customer orders and inquiries efficiently and precisely. The Experience Specialist consistently delivers exceptional customer experiences and promotes high customer satisfaction by proactively guiding customers through order processes, modifications, and resolutions.

Key Responsibilities:

• Respond promptly and professionally to inbound calls, emails, and chatbot escalations.
• Accurately enter, review, and modify customer orders; identify and resolve order holds swiftly to ensure timely warehouse releases.
• Manage case intake effectively, addressing level 1 customer inquiries, incidents, transfers, and returns, aiming for immediate resolution.
• Maintain close collaboration with Sales, Operations, and Warehouse teams to ensure seamless and efficient order processing and fulfillment.
• Track, document, and communicate customer interactions and resolutions within CRM and other internal systems.
• Participate in a rotating on-call schedule during nights, weekends, and holidays, receiving a predetermined stipend for availability and compensated at time-and-a-half for hours worked during incidents.
• Provide additional support for various Sales Operations processes as required.

Must-Have Qualifications:

• Organizational Skills:
• Ability to manage multiple tasks and projects simultaneously.
• Strong attention to detail and accuracy.
• Effective Communication Skills:
• Excellent verbal and written communication skills.
• Professional phone etiquette.
• Analytical Thinking & Proactive Problem-solving:
• Experience in assessing urgent events and responding quickly to a planned reaction.
• Ability to manage and coordinate with colleagues.
• Digital and Technical Proficiency:
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with CRM platforms (e.g. Salesforce.com, Microsoft Dynamics, Hubspot)
• Customer-focused Mindset:
• Ability to greet and assist visitors professionally.
• Strong interpersonal skills and a customer-focused approach.
• Time Management:
• Ability to prioritize tasks effectively.
• Strong time management skills to meet deadlines.
• Administrative Support:
• Experience in general office administration.
• Familiarity with scheduling tools and managing calendars.

Desired Additional Qualifications

• Project Management: Familiarity with project management tools and methodologies.
• Problem-Solving Skills: Ability to troubleshoot issues and provide solutions.
• Flexibility and Adaptability: Ability to adapt to changing priorities and work environments.
• Experience in a Similar Role: Previous administrative or communications role within a similar industry.

Team Culture

• Positive attitude towards ambiguity
• Willingness to take ownership and present process improvement opportunities
• Find satisfaction in helping employees and customers find answers and overcome challenges.

About the Company

Welcome to Prodigy Health, a leading pharmaceutical drug distributor established in 2001 in Austin, TX. As a privately held company, we prioritize our customers' needs, offering seamless access to specialty pharmaceuticals through advanced technology and a caring human touch. Our mission is to revolutionize healthcare delivery with efficiency, reliability, and personalized service, while our vision aims to lead the industry with compassion, fun, and cutting-edge solutions. Guided by core values such as data-driven insight, innovative spirit, passionate excellence, community focus, and clever solutions, we foster a fun-loving culture. We'd be honored to have you join us at Prodigy Health and be part of a team dedicated to making a meaningful impact in healthcare.

• A Place of Growth: We are a 20-year-old organization expanding quickly in product offerings, competitive prices, and market expansion in the patient care industry.
• Innovative Environment: Join a company at the forefront of healthcare distribution, leveraging advanced technology and data-driven insights to revolutionize the industry.
• Passionate and Dedicated Team: Join a team prioritizing excellence, compassion, and personalized service, ensuring every interaction is meaningful and impactful.
• Vibrant Company Culture: Enjoy a fun-loving work atmosphere that embraces Austin's unique vibe, making every day enjoyable and engaging.
• Community and Growth Focused: Work in a supportive environment that values community involvement, continuous learning, and professional development, helping you grow personally and professionally.
• Work-Life Balance: Benefit from a company that understands the importance of balance, offering flexible work arrangements, in-office lunches, and regular team-building activities.
• Inclusive and Supportive: Thrive in a workplace that celebrates diversity, encourages creativity, and fosters a sense of belonging, ensuring you feel valued and appreciated.

Our Employees

At Prodigy Health, our employees are compassionate, data-driven, and innovative individuals who embody our core values. They are dedicated to providing personalized service, leveraging insightful data for smart decision-making, and embracing cutting-edge technology to stay ahead in healthcare solutions. Our team members are community-focused and approach challenges with dedication and compassion, fostering a supportive and vibrant workplace.

Our team enjoys in-office lunches, friendly competitions like March Madness, and sharing stories and pictures of their pets. We believe in creating a warm, engaging environment where work is not just productive but also enjoyable and fulfilling, ensuring that every interaction is meaningful and that every day at work is a rewarding experience.

Our Benefits:

• Comprehensive benefits package including a 3-tier health plan through CIGNA, and dental and vision plans. Eligibility begins on the first day of the month following a 30-day waiting period.
• An HSA with the base health plan with a company match
• A 401k plan with a company match up to 4%. Eligibility begins on the first day of the month following a 90-day waiting period.
• The company pays Short-term Disability, Long-term Disability, and Life insurance benefits after 12 months of employment.
• 88 Hours of PTO in your first year with 6 paid holidays

If you are passionate about healthcare and sales and are looking to make an impact in a growing company, we encourage you to apply!

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Morning shift

Work Location: In person

Salary : $20 - $22