ABOUT THE ROLE

As a coach at Calibrate, you will be dedicated to fostering accountability, delivering real results, and ensuring an exceptional experience for our members.

We are seeking experienced coaches with strong interpersonal skills and a positive attitude to provide exceptional care to our valued members. As a coach at Calibrate, you will guide members in improving their relationships with food, sleep, exercise, and emotional health. You will support them in setting and achieving incremental goals as they progress through the Calibrate program, celebrating their successes, addressing challenges, and holding them accountable as they build sustainable, healthy habits. Additionally, you will be responsible for administrative tasks, resolving member inquiries, and ensuring an outstanding member experience, all while helping our members achieve their desired outcomes.

KEY RESPONSIBILITIES

• Implement core coaching competencies to inspire and support members throughout their lifestyle journey, strategically setting goals while leveraging the Calibrate Intensive Lifestyle Intervention Program.
• Engage, support, and retain members by establishing strong rapport, demonstrating empathy, and consistently going the extra mile to deliver compassionate, solution-focused service.
• Ensure that quality member experiences are consistently delivered across all channels (asynchronous messaging, phone, live chat) while adhering to local, state, and federal guidelines.
• Handle inbound member calls in a professional, timely, and caring manner, ensuring accurate and helpful responses.
• Assist Calibrate members with a variety of tasks, including responding to general program inquiries, verifying information, processing account updates, and efficiently navigating multiple systems to provide accurate and timely information.
• Proactively identify members’ needs by asking clarifying questions, researching issues, and providing solutions or alternatives within established workflows.
• Contribute to achieving Calibrate’s service level agreements through effective collaboration with team members, leaders, and other departments.
• Embody and demonstrate Calibrate’s values in every interaction with members.
• Personalize the Calibrate program for each member by setting relevant, achievable, and incremental goals that align with their unique needs.
• Actively listen to members, empowering them to discover their own motivation and solutions for sustainable habit change.
• Utilize key engagement metrics to effectively support members in achieving their goals.
• Apply company policies and procedures to resolve a variety of issues with precision and care.
• Provide accurate, complete, and valid information by using the right methods and tools, seeking support when necessary to align with member requests.
• Effectively escalate member concerns to coach leadership in a timely and appropriate manner and calmly de-escalate situations involving dissatisfied members, offering empathetic assistance and solutions.
• Maintain comprehensive documentation of all member interactions, next steps, and escalate issues to your manager as needed.

These are key responsibilities and may evolve with changing business needs, as a member of the Calibrate coaching team it is essential that you are ready to adapt accordingly.

This is a part-time, fully remote role. Benefits are not included. 25 hours per week required. 

The shift for this role is 8:00am-1:00pm EST.

BACKGROUND AND EXPERIENCE

• 5+ years of professional work experience required
• A minimum of 2 years of coaching experience is required, or 1-year plus a coaching certification. NBHWC preferred. 
• Customer service experience preferred.
• Bilingual Spanish is a plus
• Strong verbal and written communication skills. Patient, personable, and kind -- in writing, in person, on the phone, and on video
• Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate.
• Ability to effectively work remotely having strong computer skills (Google Suite, Slack, Video Conferencing) and ability to work on a computer for extended periods of time
• Flexible, adaptable and self-motivated
• Experience working in a fast-paced environment, startup experience preferred. 
• A self-starter with the ability to hold yourself accountable in a remote working environment

The hourly rate for this role is $20.00 per hour.