Membership Experience Specialist

Wildalaskancompany · Sep 14th 2018

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DESCRIPTION OF ROLE

You are the face of Wild Alaskan when it comes to interacting with our members and potential members. The rest of the company relies on you to evangelize Wild Alaskan’s mission of sustainability, traceability and familiarity to all those who interact with our team and experiences — both in the kitchen and digitally. When something goes wrong with a delivery, you’re the first responder. If someone just wants to chat about seafood and sustainability, you’re there to hear them out. If a visitor isn’t so sure about what we do or why we’re worth it, you help them understand who we are and why we’re different. As a critical member of the membership success team, you’ll have exposure to other areas of the business, such as operations, product, growth and communications.

CORE RESPONSIBILITIES
  • Respond to inbound inquiries from members and potential members across multiple channels including live chat, email and social media
  • Take advantage of sales opportunities when appropriate
  • Collaborate with growth, product operations and communications teams by reporting on member behavior, bugs and generating content derived from anecdotes and analytics
  • Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty
  • Help out members with post-order issues such as returns, replacements, refunds, delivery status, problem resolution and any other issues that may arise from the order fulfillment process
  • Project a professional and consistent company image through chat, email and social media interactions
  • Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day
  • Attend the weekly Member Experience meeting
REQUIREMENTS
  • Bachelor’s Degree or 4 years of relevant experience

  • Excellent communication and relationship building skills

  • Passion for helping people

  • A successful track record working in a high volume environment

  • Able to solve problems by thinking analytically and creatively

  • Familiar with the latest ecommerce trends and customer support software

  • Regular and reliable attendance is an essential function of this position

  • A high attention to detail and appreciation for well-defined, organized business processes

NICE TO HAVES
  • Previous employment at an ecommerce and/or food company
  • Inbound sales experience
  • Experience using and building member support systems in Intercom
  • Fluency in another language
  • Growth marketing experience
ABOUT THE TEAM

We’re a small, expanding team that cares deeply about sustainability, good food and personal growth. As a fully remote business, we rely on the systems we build to deliver a high-quality, personal experience to our members throughout the U.S. You can catch us in Alaska, New York and everywhere in between — and sometimes beyond. We value independence, hard and thoughtful work, diversity in approach, backgrounds and ideas, as well as the willingness to learn. Since you’re still with us, here are some things we don’t like: excuses, micro-managers, complacency and unethical businesses. If you care about helping build a better food system and growing your career, we want to hear from you.

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