Member Services Representative

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The Role:

A Member Services Representative is sharp, tech-savvy, and service oriented. This role is critical to our company because it supports our members, without whom would not exist. Our ideal candidate is a problem solver with excellent attention to detail and the ability to anticipate and meet the needs of our members while offering support. Above all, this person is passionate about innovating in the eLearning space and delivering the best possible customer experience through the main support channels: live chat, email, and phone.

Daily Activities:
  • Answer all incoming support inquiries via live chat, email, and phone
  • Acknowledge and resolve member inquiries, provide appropriate solutions, and follow up to ensure resolution
  • Engage in daily communication with Product Manager on site or app issues
  • Process customer cancellations and retention
  • Be oriented to the software stack that we use to achieve our goals
  • Learn and anticipate members’ needs in order to honor their time
  • De-escalate the majority of customer inquiries through effective communication and problem-solving skills
  • Approach each day with a positive, professional, customer-centric, and team-oriented attitude
Knowledge, Skills, and Requirements:
  • 6+ months of experience in a customer service role
  • Experience with support tools – online messaging platform, e-mail client, business phone etiquette
  • Interest in the innovation technology is required; Passion for it is a big plus
  • A 'whatever it takes' attitude to care for our customers
  • Ability to be adapt to changes in work processes and environment
  • Ability to multitask and meet deadlines
  • Strong customer service orientation with current and prospective customers
  • Good problem solving ability to effectively guide customers through solutions
  • Strong verbal, written, and listening communication skills
  • Flexibility with scheduling