Support the Membership Team by providing direct support to the company business member network. The adecuado 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:
● 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.
● Taking member calls when necessary, both over the phone and virtually.
● Meet established KPIs like average reply time to ensure optimal member experience.
● Work cross-functionally with the Membership Team and other teams across the organization for questions and collaboration as needed
● Know the ins and outs of our organization, its policies, and its systems
● Maintain accurate and up-to-date account data in Salesforce
● Navigate change in a growing organization and support the development and scaling of long-term systems, processes, and benefits to support our business members
● Keeping up to date on the most current membership requirements, benefits, and process updates.
● Engage in feedback loops to gather member experience and feedback details
Requirements
● A passion and enthusiasm for account management, customer service and mission-driven work
● Experience in account management or high-volume customer service
● 2-5 years related professional experience or undergraduate degree
● Strong team player with excellent oral and written communication skills
● Comfortable interacting with members remotely and/or in-person, may need to attend in-person events, will host virtual member events.
● Excellent organizational and time management skills, attention to detail, and the ability to adhere to deadlines
● Ability to