Priority Care Specialist

At Sunlighten, our mission is to improve lives through the use of our innovative Infrared Sauna Cabins, a leading solution in the health and wellness industry. We help people feel better, do more, and live fully. We are looking for a Priority Care Specialist who will play a key role in supporting our customers by ensuring their tickets are resolved quickly and effectively.

In this role, you will manage and resolve customer case tickets that require immediate attention, helping with escalated cases to deliver prompt solutions. You will also be responsible for overseeing our "Outbound Campaign" and "On-Hold Cases Campaign", ensuring all customer cases are processed in a timely manner and that customers are contacted promptly.

As a Priority Care Specialist, you will use your in-depth knowledge of our industry-leading products to provide exceptional service to both internal and external customers, while collaborating closely with the customer service team to meet the needs of our growing customer base.

If you're passionate about health and wellness and enjoy problem-solving, this is the perfect opportunity for you to make a difference!

Duties/Responsibilities:

• Provides timely and accurate information to incoming customer order status and product knowledge requests, assist customers with technical troubleshooting of products, and strive for one-point call resolution.

• Processes customer orders/changes/returns according to established department policies and procedures.

• Provides timely feedback to Customer Care leadership regarding service failures or customer concerns.

• Work with Customer Care leadership on resolution options for escalated customers.

• Provide high-touch customer servicing with each customer interaction and be a good brand ambassador for Sunlighten while interacting with customers.

• Partners with the sales team to meet and exceed customers’ service expectations.

• Use CRM to process and resolve customer cases in a timely and efficient manner.

• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position.

• Performs other duties as assigned.

Requirements

Skills/Abilities:

• Strong time-management skills

• Ability to manage and process multiple tasks simultaneously

• Strong technical abilities and problem-solving skills

• Exceptional interpersonal skills with the ability to de-escalate challenging situations, communicate with empathy, and provide calm, attentive care to customers in high-stress scenarios.

• Proficient with Microsoft Office Suite or related software.

• Willing to work additional or irregular hours, including weekends, as needed and allowed by local regulations 

Education and Experience:

• Associate’s or Bachelor’s degree in related field

• High School Diploma or GED + relevant work experience will be considered

• At least 1 year customer service experience

• At least 1 year of telephone/digital communication experience

Benefits

• Lunch Program featuring a James Beard Award Winning Chef
• On-Site Gym and Employee Sauna
• Health, Dental, and Vision Insurance
• Life and Short-Term Disability Insurance
• 401(k), with Company Match
• Profit Sharing
• Paid Holidays and Paid Time Off
• Flexible Spending Account (health care and dependent care)
• Professional Development and Tuition Reimbursement
• Associate Discounts on Saunas, Spa Products and Day Spa Services
• Relaxation Lounge
  

Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.