Careers - Customer Experience Representative

OVERVIEW

Unyte's mission is to create and acquire a suite of effective neural or mind-body solutions that will guide tens of millions of people to happier, healthier and more meaningful lives.

Unyte’s first product, called Interactive Meditation (www.unyte.com), is a relaxation and stress management training tool that helps people learn awareness, self-regulation and resilience through real-time biofeedback, interactive breathing exercises and mindfulness programs.

Unyte recently added to its product suite by acquiring Integrated Listening Systems (www.integratedlistening.com), a Denver-based neurotechnology company founded in 2007 that integrates auditory, movement and cognitive exercises to improve brain function.

Together, Unyte Interactive Meditation and Integrated Listening Systems have built a community of over 10,000 healthcare professionals in 40 countries, helping hundreds of thousands of children and adults achieve clinically significant improvements in learning, attention, behaviour and performance.

Do you have 2+ years in customer experience? Have you worked, volunteered or have a strong interest in health and wellness and want to use your skills to help make a meaningful difference in people’s lives on a daily basis? We are seeking a new Customer Experience Representative who will play a key role in contributing to Unyte's growth and process development. If you enjoy using your natural people skills and desire to make a difference by working in a dynamic environment with a leader in the therapy industry, we want to hear from you! This role can be in either our Toronto or Denver location.

IS THIS YOU?: UNYTE CORE VALUES

  • Asks how can I help? 
    • Start with listening
    • Approaches with genuine mindset and tone
    • Makes others feel valued
    • Understands different perspectives
  • Does what matters
    • Seeks to ask and understand why
    • Bias for purposeful action
    • On time + prepared, brief + clear 
  • Moves forward, learns by doing
    • Speaks up, ask questions with thoughtful intent
    • Is proactive
    • Is open to new things, fail and learn
    • How might we: views problems as opportunities
  • Is aware, open-minded and responsible
    • Includes the right people at the right time 
    • Engages others with interest, enthusiasm and joy
    • If you see something, say something 

WHAT YOU WILL DO:

  • Be the initial point of contact between Unyte and our new and existing customers on a daily basis for sales, service and support issues.
  • Respond to inquiries, communicate and build rapport with customers via telephone, email, chat and social media.
  • Take appropriate action to analyze, troubleshoot, escalate and resolve issues associated with hardware, software, mobile apps, orders, login and shipping.
  • Develop and maintain our long-term relationships with clinicians across the world.
  • Proactively profile customer needs and match our products to those needs.
  • Assist the sales team by identifying and qualifying potential B2B leads.
  • Develop a strong working relationship with the Sales team to ensure post-sales customer satisfaction.
  • Assist with developing client proposals and sales collateral on behalf of sales lead, as needed.
  • Work collaboratively with all departments to implement customer experience strategies that strengthen the brand and the customer experience.
  • Ensure orders are processed and shipped successfully each day.
  • Drive self-service and automation by maintaining our customer support knowledge base and improving support processes. 
  • Conduct product demonstrations to educate potential customers on product applications.
  • Develop and generate client and usage reports as requested.
  • Exhibit and participate at professional conferences.
  • Act as an ambassador for the Unyte brand.

YOU ARE A GREAT CANDIDATE IF YOU:

  • Demonstrated customer service experience 2+ years
  • Have a university/college degree
  • Possess strong knowledge of common mental health diagnoses and treatment processes
  • Desire to work for an organization committed to making a positive impact in people's lives
  • Get the start-up environment and enjoy the all-hands-on-deck work ethic that will stretch you beyond your role
  • Experience with customer experience tools like: Zendesk, chat
  • Experience with day-to-day workflow management tools like: MS Office, Google Drive, Slack, Trello
  • Strong written and verbal communication and active listening skills
  • Self-motivated, entrepreneurial team player who loves working with people
  • A commitment to being there for our customers, going above and beyond and sharing our dedication in striving to deliver world-class customer service and support
  • Ability to receive and incorporate constructive feedback to improve personal and business performance
  • Ability to multitask, be flexible and adapt to change
  • Excel in a fast-paced environment with tight deadlines
  • Enthusiastic with a passion for excellence
  • Mature, honest, hardworking yet light-hearted
  • A passion for meditation, health and wellness
  • Passionate about technology and digital products

WHAT’S IN IT FOR YOU:

  • The opportunity to be part of a company at the cutting edge of the health technology industry; you’ll never get bored in our fast-paced, constantly evolving and challenging environment!
  • Competitive compensation package
  • Benefits Package
  • Real work/life balance
  • Passionate and collaborative co-workers
  • Daily Meditation Sessions (Optional)
  • Team lunches
  • Open work environment
  • Flexible vacation
  • Toronto or Denver location

Send your resume and cover letter to people@unyte.com to apply! 

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