Description
Job Title: Member Services Associate
Location: Remote
Work Shift: 12am-8am EST
Work Days: Sunday-Thursday
Working Hours: 40 hours per week (Full-time)
About the Role
We are seeking a Member Services Specialist to join our support team. The candidate will be responsible for providing outstanding customer service, handling customer inquiries, resolving issues, and maintaining a high level of customer satisfaction. This role requires excellent communication skills, problem-solving abilities, and a passion for helping others.
Responsibilities:
- Respond to customer inquiries via email, chat, and social media in a timely and professional manner in our F&F tone
- Identify and resolve customer issues by delivering accurate information and solutions in line with our standard operating procedures and commitment to exceptional support.
- Maintain an in-depth knowledge of our products and services to effectively assist customers, including frequent updates to our standard operating procedures and product information.
- Accurately document all customer interactions and issues in our CRM system
- Collect and relay customer feedback to the relevant departments to improve our products and services.
- Work closely with other Member Services team members to ensure a seamless customer experience.
- Work on additional tasks and projects to help support the MS team and our members.
Requirements
- You have 1-2 years in the customer service industry or customer-facing roles. You excel at interacting with customers across various communication channels.
- You have a natural way with words, both spoken and written. We expect thoughtful, precise, and warm responses in all member communications.
- You possess a strong sense of empathy, patience, and compassion, ensuring a stellar customer experience every time.
- You’re quick to learn and adapt to new technologies.
- Experience with HubSpot and working with an affluent customer base is a plus.
- You remain cool under pressure and have a keen eye for detail.
- You bring a positive attitude and are eager to collaborate.
