Participant Experience Coordinator

Reports To:

Participant Experience Manager
Work Environment:
Business Office
Travel:
None

There will be a skills test required if chosen for an interview!

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.

• 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

• 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

• 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:
• actively pays attention to, and participates in, communication with others
• adapts communication style to audience
• friendly
• confident
• gives and receives feedback
• volume and clarity
• empathetic
• respectful
• 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:
• organizational skills
• time management skills
• analytical skills
• 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.