1. Customer Support Representative
Number of Positions: Multiple Openings
Responsibilities:
- Provide Customer Assistance: Respond to customer inquiries via email, phone, chat, and social media in a timely and professional manner. Address customer questions, concerns, and feedback regarding AHESTO’s services and products.
- Troubleshoot Issues: Assist customers in troubleshooting issues related to website navigation, account access, and service usage. Provide clear instructions and solutions to resolve problems.
- Maintain Knowledge Base: Contribute to and maintain a comprehensive knowledge base of frequently asked questions (FAQs), user guides, and troubleshooting tips to assist customers effectively.
- Handle Escalations: Escalate complex or unresolved issues to higher-level support or relevant departments. Follow up to ensure a satisfactory resolution.
- Document Interactions: Accurately document customer interactions and issues in the customer relationship management (CRM) system. Ensure that all records are up-to-date and detailed for future reference.
- Gather Customer Feedback: Collect and report on customer feedback to identify areas for improvement. Provide insights to the product development and content teams to enhance customer experience.
- Support New Initiatives: Participate in the rollout of new services, features, and promotions. Provide feedback to improve customer support processes and tools.
Requirements:
- Education and Experience: High school diploma or equivalent; Bachelor’s degree in Communications, Business, or a related field is a plus. Minimum of 2 years of experience in customer support or a related role.
- Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and professionally.
- Problem-Solving Skills: Strong problem-solving skills with the ability to think critically and resolve issues effectively.
- Technical Proficiency: Familiarity with customer support software and CRM systems. Basic knowledge of web navigation and troubleshooting.
- Empathy and Patience: High level of empathy and patience to handle customer concerns with professionalism and care.
- Multitasking Abilities: Ability to manage multiple customer inquiries and tasks simultaneously.
2. Health Coach
Number of Positions: Multiple Openings
Responsibilities:
- Provide Health Coaching: Offer personalized health coaching to clients through virtual sessions. Provide guidance on nutrition, fitness, stress management, and overall wellness.
- Create Personalized Plans: Develop customized health and wellness plans based on individual client needs, goals, and health conditions. Provide actionable steps and ongoing support to help clients achieve their goals.
- Monitor Progress: Track client progress and make adjustments to plans as necessary. Provide motivation, encouragement, and accountability to help clients stay on track.
- Educational Content: Create and share educational content and resources with clients to enhance their understanding of health and wellness principles. Offer tips and strategies for maintaining a healthy lifestyle.
- Conduct Assessments: Conduct initial and ongoing assessments to evaluate client health status, needs, and progress. Use assessment results to tailor coaching approaches and recommendations.
- Collaborate with Health Professionals: Work closely with registered dietitians, fitness trainers, and other health professionals to provide comprehensive support to clients. Refer clients to specialists as needed.
- Stay Informed: Stay current on health and wellness trends, research, and best practices. Participate in continuing education opportunities to enhance coaching skills and knowledge.
Requirements:
- Education and Experience: Bachelor’s degree in Health Sciences, Nutrition, Exercise Science, or a related field. Certification as a health coach or similar credential is required. Minimum of 2 years of experience in health coaching or a related role.
- Coaching Skills: Strong coaching skills with the ability to motivate and inspire clients to make positive lifestyle changes.
- Communication Skills: Excellent verbal and written communication skills. Ability to explain complex health concepts in an easy-to-understand manner.
- Empathy and Patience: High level of empathy and patience to support clients through their health journeys.
- Analytical Skills: Ability to assess client needs, track progress, and adjust plans as necessary.
- Collaboration Skills: Strong collaboration skills to work effectively with a multidisciplinary team of health professionals.
3. Customer Success Manager
Number of Positions: Multiple Openings
Responsibilities:
- Ensure Customer Satisfaction: Act as the primary point of contact for key clients, ensuring their needs are met and they are satisfied with AHESTO’s services. Build strong, long-term relationships with clients.
- Onboarding and Training: Guide new clients through the onboarding process. Provide training on how to use AHESTO’s services effectively and maximize their value.
- Monitor Client Success: Regularly check in with clients to monitor their progress and usage of AHESTO’s services. Identify potential issues and proactively offer solutions.
- Provide Insights: Gather and analyze client feedback to identify trends and areas for improvement. Provide insights to the product and content teams to enhance customer experience and service offerings.
- Renewals and Upselling: Manage client renewals and identify opportunities for upselling additional services or features. Work to increase client retention and expand account value.
- Resolve Issues: Address and resolve any client issues or concerns promptly. Coordinate with internal teams to ensure a seamless resolution process.
- Reporting and Documentation: Maintain detailed records of client interactions, issues, and feedback. Prepare regular reports on client success metrics and outcomes.
Requirements:
- Education and Experience: Bachelor’s degree in Business, Communications, Marketing, or a related field. Minimum of 2 years of experience in customer success, account management, or a related role.
- Relationship-Building Skills: Strong relationship-building skills with the ability to establish trust and rapport with clients.
- Problem-Solving Skills: Excellent problem-solving skills with the ability to handle complex client issues effectively.
- Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and professionally.
- Analytical Skills: Strong analytical skills to gather and interpret client feedback and performance data.
- Organization Skills: Strong organizational skills with the ability to manage multiple clients and tasks simultaneously.
- Sales Skills: Experience in upselling and managing client renewals is a plus.
Each role within the Customer Support and Engagement Team is essential to providing exceptional service and support to AHESTO’s clients and customers. Candidates should be prepared to work in a remote environment and collaborate effectively with a dynamic team to ensure customer satisfaction and engagement.