Customer Experience Specialist

About the role

Faye is looking for a Customer Experience Specialist to join our fast-growing team in Richmond, Virginia as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.

We work in a fun, collaborative and entrepreneurial environment and are looking for a proactive, accountable leader focused on continuous learning and growth to push themselves and our team forward. If you're process-driven, passionate about the travel space and keen to make an impact, then this is the role for you.

Responsibilities

• Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad
• Provide real-time support related to travel inquiries & emergency events
• Collect & monitor travel intelligence information
• Interact with travel & medical providers
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat
• Efficiently handle customer complaints with empathy, knowledge and understanding
• Complete customer requests in a friendly, professional and timely manner
• Work collaboratively across teams and departments to help solve any matter at hand

Qualifications

• Local to Richmond, Virginia and able to work an in-office, hybrid schedule
• Flexible availability to work a rotating shift schedule, including in the afternoon/evening (8am-5pm, 1:00pm-9:00pm & 4:00pm-1:00am) EST. This availability is a requirement for the role!
• Excellent verbal & written communication skills
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in customer service/call center role
• A medical and/or travel background - a plus

Benefits

• Full health coverage plans to include medical, dental & vision
• 15 days of accrued PTO + 5 days of sick leave
• 10 paid federal holidays
• Equity Stock Options
• 401k plans