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! 

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