Reports To: Participant Experience Manager
Work Environment: Business Office
Travel: None
There will be a skills test required if chosen for an interview!
Job Summary:
The Participant Experience Coordinator is a service professional responsible for delivering exceptional service to
clients and participants. This role serves as a primary representative of the company in all interactions-whether in
person, by phone, or in writing- and plays a role critical for the service based mission of CAS.
Duties/Responsibilities:
To perform this job successfully, the individual must be able to perform each essential function of the job
satisfactorily. This includes but is not limited to the following:
- Represents CAS in a friendly and professional manner in-person, over the phone, and in writing
- Serves as the first level of contact for verbal and written participant communication
- Responds to participant email inquiries from Info email in a timely and professional manner
- Follows appropriate escalation procedures
- Provides exceptional customer service in light of ongoing changes in the industry
- Assists other teammates and teams as needed
- Other duties as assigned, including special projects
- Adheres to all company policies
- Maintains client and participant accounts, updating account information, as needed, and ensuring all
records are complete and current
- Safeguards confidential information and adheres to all applicable privacy, security and HIPAA
requirements when accessing, handling and disclosing protected information
Minimum Requirements:
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- Customer service experience preferred
- Proficient experience with spreadsheets and/or bookkeeping software, data entry, word processing, email management, and file management
- Excellent communication skills
- Excellent attention to detail skills
- Presents a professional image
- Ability to build rapport and collaborate with others
Knowledge, Skills, and Abilities:
To perform this job successfully, the individual must demonstrate the knowledge, skills, and abilities required to
perform the job. This includes but is not limited to the following:
- Advanced understanding of company products, services and internal processes.
- Proficiency with internal systems, email management and reporting tools.
- Advanced experience with word processing, spreadsheets, data entry, e-mail management, and file
management
- Strong interpersonal skills, ability to relate to a wide range of people, and collaborate well with others
- Excellent communication skills to include:
o actively pays attention to, and participants in, communication with others
o adapts communication style to audience
o friendly
o confident
o gives and receives feedback
o volume and clarity
o empathetic
o respectful
o responsive
- Ability to manage escalations with professionalism and discretion.
- Displays initiative, a desire to learn and develop, a willingness to help others
- Mentors fellow Customer Service team members, leads by example
- Generates ideas, solves problems as they arise
- Excellent attention to detail skills to include:
o organizational skills
o time management skills
o analytical skills
o observational skills
- High level of efficiency, accuracy, and responsibility
- Handles and protects confidential and sensitive information with utmost importance
- Excellent understanding of customer care and services
- Prioritizes and manages different tasks at once
- Works effectively to meet deadlines
- Thrives in pressured or stressful situations
- Committed and flexible attitude
- Presents a professional image
- Must be flexible with work schedule to support cyclical work demand
