CUBEX® is a global provider of health care products and services that help animal health practices measurably reduce the total cost of ownership associated with pharmacy and supplies. In addition, the company develops market-leading technologies that provide secure access to controlled substances, high-value products, and other medications. We are a private, family-owned, and operated company that values its team members and are looking to hire the best of the best. CUBEX LLC takes pride in the family-oriented workplace it has created by celebrating monthly birthdays, regular holiday parties and hosting a charity outreach program that makes it a fun and wholesome workplace.

Position Title: Customer Experience Associate

Department: Professional Services

Reports to: Customer Support Manager

Overall responsibility:

As the Customer Experience Associate, you are the first welcoming voice our clients will hear. You are the first level of support inquiry for technical or training support needs of our clients. You serve as the client advocate depending on the request type and level of urgency for resolution. Your responsibility as the Customer Experience Associate is to field and manage inbound calls from doctors, nurses, technicians, staff members Cubex field employees, and third-party contractors for Cubex. You will gather immediate and pertinent information on the call request, caller name, phone number, purpose of call, and provide a warm or soft transfer to the appropriate Customer Support arm. The gathered information will be recorded in our SalesForce CRM and Purecloud Support instances.

You will not only field inbound calls, you will also manage chat inquiries, email support inquiries and provide outbound follow-up calls to our clients pending Support Team availability and response. Other duties include, but are not limited to client response management, outbound surveys of our client support experience as defined.

Key Areas of Responsibility:

• Create amazing client experiences by “wowing” our clients with every interaction!
• Answer incoming calls in a professional and friendly manner.
• Provide warm or soft transfers to appropriate support department
• Record client inquiry information in both our Sales Force CRM and Purecloud Support software
• Ensure prompt responses and escalation path as identified by client inquiry
  • Actively update, maintain, and monitor incoming chats and emails.
  • Assist team members with callbacks and gathering needed information for case records
  • You will resolution while actively navigating internal departments to ensure seamless resolution for all client issues.

Requirements:

• Technical:
  • Active Listening Skills.
  • Able to communicate effectively with technical and non-technical personnel.
  • Ability to think logically and creatively.
  • Excellent problem solving and analytical skills.
  • Proficient in CRM Internet related applications with a strong technical aptitude and ability.
  • Experience using a computer in a work setting required.
  • Intermediate knowledge of Microsoft Office Suite Products required.
  • Experience with proprietary software a plus.
  • Data interpretation, manipulation, management in Excel a plus.
• Skills:
• Outstanding customer service skills.
• Exceptional written and non-verbal communication skills.
• Excellent organizational skills.
• Ability to thrive in a fast-paced environment.
• Exceptional attention to detail.
• Time-management skills.
• Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
• Promotes and embraces positive client interactions as well as personal, team, and company improvement.
• Adept at anticipating and adapting to changing job needs with exceptional results.

Education/Licenses/Certifications Required:

• High School Diploma required.
• Customer service experience.
• Knowledge of the Veterinary field is a plus.

Employee Classification:

• Full-Time
• Strong Work ethic and initiative to grow with a fantastic company.

Benefits:

• Health
• Dental
• Vision
• Life
• 401K

Location:

• Remote Position
• Phoenix, Arizona

COVID-19 Policy

• Cubex has a mandatory COVID-19 vaccination requirement. All employees must be fully vaccinated against COVID-19

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