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Remote Customer Support Representative

A BodySpec DEXA scan is a powerful tool that helps our clients get healthier. Our comprehensive whole-body health snapshot provides a unique, fascinating, and unprecedented glimpse at what’s going on under the  skin. By empowering our clients to understand their body in a completely new way, our scans motivate them to be more committed, guide them in the right direction, and make them more successful on their health journey - wherever it leads.

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Our Remote Health Team is looking for a full-time, seasoned Customer Support Representative

Our CSR’s are at the forefront of client interactions and are key to our exceptional customer experience strategy.  This role will provide assistance via phone, SMS, chat, and email.  You will assist our clients with account adjustments, appointment scheduling, system navigation, answer general questions, as well as de-escalate and triage challenging situations. Beyond working in Hubspot Service (our CX platform), our Remote Health team has a strong passion for health and wellness, and experience in a related field.

We are looking for an experienced CX professional who is a proven performer with familiarity in HubSpot, Salesforce or similar platform. Must also have a strong knowledge around CX KPIs and processes, Above all, must be obsessed with delivering an exceptional customer experience!

What Will You Do?

  • Handle daily phone, chat, and email customer service requests originating from customers and teammates.
  • Communicate promptly and effectively 
  • Answer basic client questions about nutrition, health, fitness, and the DEXA technology.
  • Assist event and support teams with outbound customer communications regarding service logistics, as well as internal triaging of issues.

Requirements:

  • This is a 5-day a week fully remote position.
    • Scheduled Hours:
      • Sunday and Thursday 7-3:30CST
      • Monday, Tuesday & Friday 9-5:30CST
        • First two weeks of training will be M-F
    • Sundays are mandatory
      • Wednesdays and Saturdays off
      • Schedule is subject to change to accommodate business needs (ample notice provided)
  • Previous, extensive Customer Service experience required.
  • Passion for health/ wellness is a must!

Compensation:

Expected first-year compensation at over $22/hr or $45,760 annually, including monthly bonuses.

  • The starting base rate for this role is $20/hour
  • Full-time team members receive $500 per month in team bonuses if we hit our monthly team revenue and individual performance goals.  All goals are designed to be challenging but doable, and we hit all our monthly goals in 2023 except one.
  • All team members regardless of status or position are eligible for stock option grants, which are awarded based on performance annually.
  • We expect both hourly and bonus compensation to grow as the company grows. Additionally, all base wages are adjusted for inflation and cost of living changes.

Benefits:

  • Sick leave
  • Paid time off
  • Health, dental, and vision insurance
  • 401k
  • Company-wide peer bonus program, where cash bonuses are distributed in recognition of excellent team support
  • Employee assistance program
  • Regular virtual social events

BodySpec provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...