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:

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