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Customer Experience Associate (Remote) at Lifeforce in Remote
Skills
Job Description
People are done waiting to get sick before getting care. They want to understand their bodies, take control of how they feel, and actually invest in how long and how well they live. The system wasn't built for that. We are.
Over the next decade, more than one trillion dollars will shift away from traditional sick-care toward proactive, personalized health programs. Lifeforce is leading that shift as the world's largest longevity medicine program, and we're just getting started.
Founded alongside clinical and scientific leaders from Cleveland Clinic, Mass General Hospital, and Harvard Medical School, we bring together everything it takes to help people truly understand and optimize how their bodies are functioning now and decades to come. Comprehensive diagnostics, hands-on clinical experts, certified health coaches, and customized supplement, pharmaceutical, and lifestyle protocols. All from home. At the price of a gym membership.
We're looking for a Customer Experience Associate who is passionate about helping others and thrives in a fast-paced, phone-first support environment.
This is a structured, production-based role where you'll serve as the primary point of contact for our members. You'll spend the majority of your scheduled shift handling inbound phone calls, while also supporting members through email and SMS between calls. Every interaction is an opportunity to provide a high-touch, concierge-level experience while helping members confidently navigate their Lifeforce journey.
If you enjoy solving problems, staying organized, and providing exceptional service over the phone, we'd love to meet you.
What You'll Do
Serve as the primary point of contact for members by handling inbound phone calls throughout your scheduled shift.
Provide timely support via email, SMS, and other messaging channels during periods between calls.
Deliver a concierge-level experience by answering questions, resolving issues, and guiding members through the Lifeforce experience with empathy and professionalism.
Educate members on Lifeforce products, diagnostics, supplements, medications, memberships, and services.
Resolve member concerns accurately and efficiently while taking ownership through to resolution.
Confidently de-escalate challenging situations and provide thoughtful solutions that build trust.
Navigate multiple systems simultaneously while documenting member interactions accurately in real time.
Collaborate closely with clinical, diagnostic, pharmacy, and operations teams to ensure seamless member experiences.
Stay current on evolving products, workflows, and internal processes through ongoing training.
Identify recurring member trends and share feedback that helps improve the member experience.
Consistently meet or exceed performance expectations related to quality, productivity, responsiveness, customer satisfaction, and phone availability.
Support occasional overtime as business needs require to help maintain service levels.
What Success Looks Like
Enjoy talking with people and solving problems over the phone.
Remain calm and professional during difficult conversations.
Can balance multiple conversations, systems, and priorities without sacrificing quality.
Are comfortable working in a structured environment with defined schedules and performance expectations.
Take ownership of member issues until they're resolved.
Thrive in a collaborative, fast-paced, and constantly evolving environment.
Qualifications
2+ years of professional work experience.
At least 1 year of experience in a customer support, call center, contact center, or other customer-facing support role. Healthcare, wellness, or telehealth experience is a plus.
Comfortable spending the majority of the workday providing exceptional support over the phone.
Excellent verbal communication, active listening, and de-escalation skills.
Outstanding written communication skills with strong grammar, spelling, and attention to detail.
Ability to multitask across multiple systems while actively assisting members.
Experience working with CRM or customer support platforms such as Zendesk is preferred.
Strong problem-solving skills with the ability to make sound decisions independently.
Highly organized with excellent time management and prioritization skills.
Comfortable adapting to new technologies, changing processes, and a fast-paced environment.
Able to work independently in a fully remote setting while remaining engaged with the team.
Previous remote work experience is strongly preferred.
Schedule and Work Environment
This is a full-time remote position with a consistent assigned schedule. Flexibility to work evenings, weekends, and holidays as business needs evolve is required.
Current Schedule Needs
- Monday-Friday: 11:30 AM - 8:00 PM Eastern Time
To be successful in this role, you'll need:
High-speed wired internet connection
A quiet, professional, distraction-free home workspace suitable for handling phone calls throughout your shift
What We Offer
What We Offer:
$24.75 per hour
Remote working environment
Company provided computer and other required equipment
Generous benefits package including Healthcare, Dental, Vision, and Life Insurance
Complimentary Lifeforce Membership for Full Time Employees
We are committed to fostering a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.
Please note that job scams are on the rise. If you are contacted for this role, it will be from a team member with an email address domain of @mylifeforce.com. Our company does not use Microsoft Teams and will never ask you to disclose your banking information.
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