Careers

Position: Customer Delight Specialist Job ID 41-802
Location: San Francisco, California

Are you passionate about helping people thrive? If your answer is yes, Posit Science may be the place for you. We are building a cohesive team of dedicated individuals who share a vital mission and a culture based on continuous learning, respect for one another and the people we want to help, collaboration and diversity. A dynamic, rapidly growing company, Posit Science offers a creative and challenging environment with great opportunities for advancement, working alongside leading scientists and seasoned management. Most importantly, we also offer the chance to make a profound difference in countless lives.

Background
Posit Science Corporation is focused on using patented technology to create a line of playable software tools/games to arrest and reverse the cognitive decline associated with aging, which can lead to Mild Cognitive Impairment, Alzheimer’s and senile dementia. The functional design of the software is based on proprietary research conducted by Posit co-founder (and UCSF professor), Dr. Michael Merzenich. That research earlier led to the creation of a successful public company, Scientific Learning Corporation, which addresses similar problems as they apply to child populations.

Job Description
We are seeking a Customer Delight Specialist with unique sensitivities and customer focus to support business customers, clinical study participants, in-home beta users, and individual consumers of our innovative products. The hours for this position are 9:00 AM to 6:00 PM. Our Posit Science Delight Specialists primarily support and assist customers and participants over the phone, via the web and via email from our SF headquarters; however, may occasionally serve as coach in one of our off-site classroom facilities. As such, a professional in-person demeanor and the ability to engage the public is also a plus.

General Responsibilities
Be responsive to customer needs by promptly, efficiently responding to customer inquiries, requests and complaints whether offered in person, via phone, or electronically via the web or e-mail. Will occasionally be required to assist at an offsite facility and interact with professional personnel and group participants.

Specific Responsibilities

• Respond to customer communication received in person, via phone, e-mail or letter
• Evaluate the nature of the customer interaction and determine the appropriate response and/or action to quickly resolve the customer’s need
• Interact with customers and colleagues in a clear, sensitive, timely, patient, tactful and professional manner. Handle difficult or sensitive issues using good judgment and following department guidelines
• Meet, and strive to exceed, departmental standards for personal performance metrics including, but not limited to: quality of contact and accuracy of documentation, first contact resolution and direct Customer Delight

Skills and Experience Competency Required:

• Demonstrated judgment, diplomacy and tact—a high degree of patience and sensitivity is required to effectively support this unique customer segment
• Strong communication skills (listening, written and oral) are essential to enable the Customer Delight Specialist to listen to/read customer communication and accurately translate technical instructions and explanations to a non-technical audience in simple easy-to understand terms. The use of clear, distinct speech, and easy to understand vocabulary are critical to success
• A high degree of personal curiosity and initiative to solve problems and find solutions
• Experience and competence with computer applications is required: Standard Windows applications (MS Office, Access, and Outlook) and operating systems (MS 2000, MS XP Home and Professional editions).
• An ability to talk while typing to record notes from customer interactions—keyboarding skills at a minimum thirty (30) words per minute.\
• An ability to organize and prioritize work is critical to success.
• An ability to maintain focus, poise, and tact in potentially high-pressure situations.

Education:
High school graduate, supplemented with two or more years of experience in customer relations in a contact center environment, or related area. BS/BA in communications, consumer science, or business is a plus

Contact Information:
Please send resume, bio or CV(in WORD® or PDF format) to jobs@positscience.com with the words Customer Delight Specialist [Job ID 41-802] in the subject line. Indicate compensation and availability requirements. Local candidates preferred. No relocation assistance available for this position.