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Full-Time

Customer Engagement Coordinator

Posted on 6/14/2024

HealthJoy

HealthJoy

201-500 employees

Integrated employee healthcare navigation platform

Consulting
Hardware
Fintech
AI & Machine Learning
Financial Services
Real Estate
Aerospace
Biotechnology
Healthcare

Compensation Overview

$55k - $65kAnnually

+ HSA Contribution Match + Stock Options + 401k Match + Paid Parental Leave + Company-Sponsored Disability Coverage + Flexible PTO

Junior

Chicago, IL, USA

Category
Customer Experience
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Zendesk
Marketing
Requirements
  • 1-3 years of work experience in a fast-paced, customer-facing role (experience in SaaS preferred), with a background in Benefits being advantageous
  • Strong attention to detail with a keen ability to track details and deadlines
  • Experience working with technical solutions in a customer-facing role, or demonstrated proficiency in guiding users through software applications
  • Strong time management skills with the ability to prioritize tasks across multiple customers, deadlines, and systems, utilizing CRM tools, while also demonstrating the capacity to work independently
  • Excellent written and verbal communication skills, with active participation in internal discussions
  • Genuine passion for creating a positive experience and bringing meaningful value to customers
  • Intermediate Excel knowledge or above required
  • Self-starter mentality with a strong eagerness to learn and adapt to dynamic, fast-paced, and high-growth environments
  • Familiarity with Zendesk or a similar customer support software
Responsibilities
  • Provide top-tier support to HealthJoy's customers from implementation to renewal, ensuring exceptional customer experience
  • Serve as a product expert, adept at guiding customers on optimal usage of HealthJoy's platform
  • Assist in enhancing customer experience through various support channels, including client marketing initiatives and technological support
  • Utilize Gainsight and other tools (SFDC, Zendesk, etc.) to document customer updates and research background information for efficient customer support
  • Maintain learning resources and knowledge base to improve support accuracy for SMB customers
  • Build consultative relationships with internal teams to ensure effective solutions provision and reduce assistance needs over time
  • Conduct calls with SMB customers regarding program best practices, ongoing issues, and escalations
  • Provide direct support to customers through various channels, resolving issues promptly and efficiently
  • Project-manage internal tickets, triaging customer support needs effectively
  • Oversee multiple SMB-client implementations and renewals concurrently, maintaining high-quality standards
  • Track and communicate progress with internal stakeholders, providing project support throughout the process
  • Gather necessary information and configure systems based on client requirements during implementations and renewals
  • Document and reproduce bugs for Engineering and Product teams to facilitate quicker resolutions
  • Ensure customers receive post-launch marketing information and provide reactive support via designated channels

HealthJoy provides a connected navigation platform and virtual care suite that integrates all benefits, offers live support, and provides virtual care options, simplifying the healthcare experience for employees and improving healthcare outcomes while reducing costs. The platform utilizes smart navigation and live support to connect employees with the right benefits and care options, enhancing value and improving healthcare outcomes.

Company Stage

Series D

Total Funding

$108.5M

Headquarters

Chicago, Illinois

Founded

2014

Growth & Insights
Headcount

6 month growth

0%

1 year growth

1%

2 year growth

15%
INACTIVE