User Experience Specialist

At CastleBranch, we hire people with passion. From forming groundbreaking ideas, to launching new technology; from lending a hand in our neighborhood, to serving our nationwide community of clients, everything we do is fueled by a team of nearly 500 passionate team members. If you are passionate and excited to be part of a growing, visionary company where your ideas are heard, you have an opportunity to be successful at CastleBranch.

How this Role Impacts CastleBranch and its People

As aUser Experience Specialist Agent, you will be connecting with our customers and embracing every opportunity to be their advocate and provide them with the answers they are seeking the first time they have an inquiry. Working in a dynamic and fast-paced environment, our User Experience team is continually raising the bar for customer experience and utilize a variety of software tools to navigate and research customer accounts and communicate effective solutions in a fun, team-based environment with lots of benefits.

About Us

We're not new here, but our way of thinking is. CastleBranch is a data-management company that empowers people and organizations to use their data to reach their goals. We design innovative technology solutions for the complex problems that businesses, schools, and healthcare institutions face today. We are committed to helping individuals along their transition to and through professional life, and with that, to celebrating individuals as they forge their own, unique paths forward. We champion the individual and what makes each person unique.

Areas you will Impact

• Thorough knowledge of and ability to translate results for all services ordered with customers.
• Seeks to understand each user inquiry in order to effectively problem solve and implement an effective solution.
• Responsible for documenting and resolving all aspects of service issues that impact service delivery excellence.
• Provides drug testing site locations and online instruction forms.
• Flexible schedule to meet business hours from open to close (Sundays 10am-6:30pm, Monday-Friday 8am-8pm).
• Collaborate with internal customers to assist with providing problem-solving solutions and processes.
• Follows up with customers to ensure issues have been resolved via an internal documentation management system.

• Other similar and/or related duties as assigned

Key Skills and Experiences

• Six months to one year of tech support/customer service experience and/or equivalent transferable skills (Working in a call center, operator work, working within the healthcare administration industry)
• Comfortable efficiently navigating around a desktop computer and multiple systems simultaneously
• Possess confidence, be an excellent communicator, and exhibit learned vocal de-escalation techniques
• Lifelong learner mentality; learning and trying new things to work towards being better than yesterday
• Motivated and determined to learn new systems, services, and processes, while being flexible, adaptable to understanding the software improvement life cycle
• Positive mindset - exude a positive attitude and are a team player. Bring a passion for customer service and problem-solving to the table every time.
• Detail-Oriented, able to identify and pinpoint issues that the customer has not addressed yet in order to proactively problem solve
• Work hard, PLAY HARD, and grow your career!

Required to Thrive at CastleBranch

• Forge your path- Embrace pathing opportunities to help you grow the way you want to grow. Have the willingness to determine where you want to be and how CastleBranch can help you get there.
• Be authentic to you- Know your strengths and celebrate them. Recognize your weaknesses and grow from them. Communicate openly about both.
• Put people first- People deserve dignity - no work jerks allowed. Find respectful ways to disagree and work together to promote radical honesty and transparency. Practice compassion toward others.
• Act with courage- It takes courage to commit to a new idea and stick with it. We're not always right, but we always act with courage. We make big mistakes and have big breakthroughs. Own your mistakes, learn and grow.

Our Campus

You'll find much more than people working with their heads down at their desks here. We believe in communication and collaboration, and our home base reflects that, with plenty of space and natural light to inspire your best ideas. Our onsite microbrewery is the spot for weekly happy hours with games, food, and lots of camaraderie. Our rec room hosts Ping Pong and ski ball tournaments. At lunch time, we step outside for a bite from a local food truck. We believe in feeling good every day and we want each team member to feel their best here. Our campus is located across the street from Mayfaire Town Center, within walking distance of plenty of restaurants, coffee shops, and hangout spots. Applicants also have the ability to work in a full remote capacity.

Benefits of Being a CastleBranch Team Member

• Paid training
• Full medical/dental/vision coverage
• Tenure-based PTO accrual
• Life insurance/long- and short-term disability coverage
• Paid community volunteer opportunities
• Paid holidays
• 401K with 3% matching
• Employee referral bonus with no cap
• Advancement opportunities
• Continuing education and cross-training opportunities
• Loads of community perks like restaurant price reductions and discount gym memberships

CastleBranch is an equal opportunity employer committed to creating a diverse workforce. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, service member status, amnesty or status as a covered veteran, or any other protected classification under applicable federal, state, and local laws.