Support the Membership Team by providing direct support to the company business member network. The ideal candidate is a self -starter with excellent communication and customer service skills. This person can work well in a team to support a large volume of member support emails, take phone calls, and video calls as needed with members, while maintaining the highest level of customer service and meeting set KPIs.
Key Responsibilities:
â Provide best -in -class customer service, including answering questions using a shared inbox (Hiver), assisting with certification support, renewal of membership, and communicating the benefits and values of membership.
â Taking member calls when necessary, both over the phone and virtually.
â Meet established KPIs like average reply time to ensure optimal member experience.
â Work cross -functionally with the Membership Team and other teams across the organization for questions and collaboration as needed
â Know the ins and outs of our organization, its policies, and its systems
â Maintain accurate and up -to -date account data in Salesforce
â Navigate change in a growing organization and support the development and scaling of long -term systems, processes, and benefits to support our business members
â Keeping up to date on the most current membership requirements, benefits, and process updates.
â Engage in feedback loops to gather member experience and feedback details
Requirements
â A passion and enthusiasm for account management, customer service and mission -driven work
â Experience in account management or high -volume customer service
â 2 -5 years related professional experience or undergraduate degree
â Strong team player with excellent oral and written communication skills
â Comfortable interacting with members remotely and/or in -person, may need to attend in -person events, will host virtual member events.
â Excellent organizational and time management skills, attention to detail, and the ability to adhere to deadlines
â Ability to prioritize tasks and streamline workflow for maximum efficiency
â Ability to coordinate work between multiple systems in a day
â Comfortable and effective working independently in a remote work environment
â Flexible and comfortable with change/fast growth
â Comfortable speaking with members over the phone and video conferencing services
â Proficiency in Microsoft Office and Google Workspace
â Experience in Salesforce, Monday.com, and/or HubSpot (preferred)
Benefits
- Full -time position
- Work from Home
- Prepaid Medicine: Your health is our priority!
- Life Insurance: Peace of mind for you and your loved ones!
- Indefinite -Term Labor Contract: Stability and all legal benefits included!
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