Customer Experience Specialist

Overview:

One Trajector. One Mission.

Trajector is where purpose meets progress. We specialize in medical evidence services that become the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,800 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

The primary role of a Customer Experience Specialist is to intercept and address concerns at the earliest stage. This client facing role delivers ‘white glove’ service that builds trust and fosters empathy that establishes lifelong engagement of the client and Trajector. Other focus of the role is to procure invaluable data to assist in continued improvement of the company. This role will play a pivotal function in proactively addressing client issues, ensuring their satisfaction, and reinforcing our commitment to creating lasting positive relationships.

• Competitive compensation ranging from $17.50 - $19.75 per hour.  
• Medical, dental, vision, 401k program, and more.
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization. 

• Proactively identify and intercept concerns and complaints from clients at the earliest stage to prevent escalation and deliver reliable solutions and demonstrate a genuine concern for the client’s well-being.
• Provide a superior level of customer service characterized by personalized attention, prompt responses, and meticulous care, with the goal of building trust and fostering empathy.
• Reinforce the company's commitment to creating and maintaining positive, long-lasting relationships with clients by delivering exceptional service and solutions.
• Collect and procure invaluable data from client interactions, contributing to the continuous improvement of company processes, products, and services.
• Subject matter experts in VA process as it relates to Trajector Medical Standard Operating Procedures.
• Performing forensic reviews of a Veteran’s account ensuring complete understanding of the progression of the case prior to attempted communication.
• Efficiently manage multiple avenues of inbound and outbound communication from clients and company.
• Collaborate closely with internal teams to ensure comprehensive issue resolution.
• Meet or exceed established productivity and quality targets for the position.

• Minimum two years’ experience in customer service.
• Associates degree preferred (work experience can substitute for education).
• Excellent written and verbal communication skills.
• Excellent interpersonal skills, analytical and critical thinking skills.
• Proficient with Microsoft office applications, including Word, Excel, and PowerPoint.
• Able to navigate complex tasks with objectives and resolutions.
• Ability to operate basic office equipment such as computer, printer, copy machine and scanner.
• Ability to be detail-oriented, diligent, and flexible.
• Follows HIPAA guidelines.
• Minimum internet speed of 25 Download/10 Upload.

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.