Customer Experience Specialist

Customer Experience Specialist

At Mobius Mobility, we're not just building technology, we're redefining what mobility and freedom can look like. Our mission is to empower individuals with mobility challenges to access more of their world with independence and confidence. The ibot Personal Mobility Device (PMD) is our breakthrough solution: a single, versatile device that eliminates the need to have multiple mobility aids. With six unique modes including stair-climbing, 4-wheel, and balance mode the ibot enables users to move beyond the limits of ADA standards and experience a new level of freedom in their daily lives. We are seeking a Customer Experience Specialist to serve as a trusted guide for our customers throughout their journey with Mobius Mobility. From intake through training and ongoing support, this role supports users with compassion, ensuring every interaction is responsive, respectful, and centered on empowering independence. This is an in-person role located in our Manchester, NH office.

The following responsibilities are expected to be performed efficiently and consistently:

• Support a high volume of customer email correspondence and telephone calls, utilizing CRM software to document client interactions and contacts
• Support customer onboarding in partnership with prescribing doctors, seating clinicians, suppliers, and internal Mobius staff to ensure success
• Maintain and improve existing customer relationships
• Communicate with external vendors to acquire quotes, review for accuracy, and issue purchase orders
• Respond to user inquiries with empathy and professionalism
• Manage calendars and scheduling for user training and product demonstrations
• Ensure timely and accurate processing of customer orders, including all necessary documentation
• Uphold quality and regulatory compliance

Qualifications:

• Associate degree or at least two years of experience in a customer service or support role. Experience working with individuals with disabilities preferred, but not required.
• Ability to clearly and patiently explain required insurance documentation and coverage
• Commitment to maintaining confidentiality when handling sensitive information
• Strong organizational skills with the ability to prioritize tasks and manage multiple responsibilities while maintaining quality and responsiveness
• Proficiency with computers and common business software
• Excellent written and verbal communication skills
• Ability to work collaboratively and contribute to team and organizational goals
• Valid driver's license

Physical Requirements:

• Ability to complete all tasks that require the use of a computer and office equipment
• Ability to navigate the facility and communicate effectively with employees, customers, and visitors