Member Experience Team Member – Tier 1

Job Description:

• Serve as the first point of contact via phone, email, mail, and social media, delivering responsive and professional support
• Investigate, resolve, and document customer inquiries, issues, and complaints; escalate complex matters as needed
• Process order placements and cancellations; facilitate refunds and exchanges according to established policies
• Troubleshoot product or service issues and propose effective solutions
• Guide customers through next steps, including retention options when appropriate
• Provide product and service information to support customer decision-making
• Collaborate with the Member Experience Director to ensure service standards and customer care standards are met
• Maintain records and ticket histories using Zendesk; update order information in Sticky.io; communicate via Slack; and document workflows in Google Workspace
• Uphold service-level commitments, quality standards, and professionalism in customer interactions

Requirements:

• High school diploma or equivalent
• Minimum 6 months of customer service experience
• Strong communication skills, including excellent reading comprehension and professional writing
• Demonstrated teamwork, problem-solving, adaptability, and efficiency in a fast-paced environment
• Self-motivated, with strong accountability and dependability
• Technical proficiency with Zendesk, Sticky.io, Slack, and Google Workspace, or the ability to learn these tools quickly

Benefits: