Customer Experience Associate

#IND456

Customer Experience Associate

Location: Clearwater, 33763 – This position is onsite

Pay: $22.00 per hour

Type: Contract to hire

Schedule: Department hours are M-F, 8:00 AM to 11:00 PM EST with rotating weekends required
You will likely begin on a M-F, based on coverage anywhere from 10:00 AM to 11:00 PM EST with weekends a few times a monthly

Training schedule: M-F, typically 9:00 AM or 9:30 AM EST start time for about (2) weeks

Job description:

1. Support customers through a streamlined, digital-first prescription process—guiding them from online order to telehealth consultation with a licensed provider, all without insurance requirements.
2. Handle high-volume inquiries across phone, chat, and email, including order confirmations, tracking updates, and general account support.
3. Assist customers with prescription-related questions such as provider decisions (e.g., declined prescriptions), refill eligibility, and auto-refill concerns.
4. Provide clear, empathetic explanations of the end-to-end experience, ensuring customers feel informed and confident at every step of their care journey.
5. Troubleshoot and resolve issues efficiently while maintaining accuracy, documenting interactions, and identifying trends to improve the overall customer experience.

Nice to have:

• Deescalation experience
• Experience handling difficult callers
• Healthcare
• Pharmacy
• Medical

Requirements:

• Must have (2)+ years of recent experience in a high-volume inbound call center environment.
• High school diploma or equivalent.
• Background check required.