Member Experience Team, Tier 1

Member Experience Team Member Tier 1 (Remote)Reports to: Member Experience DirectorWork Schedule: Saturday/Sunday and 3 additional days to equal full time, or 4 10 hour daysHourly Rate: $15 p/hour plus 10% differential for weekend workJob Overview The Member Experience Team Member provides timely, accurate support to customers by delivering helpful information, answering questions, and resolving concerns across multiple channels. As the front line of support, this role helps ensure customers are satisfied with our products, services, and features in a remote environment. Responsibilities And Duties

• 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 to ensure resolution.
• Process order placements and cancellations; facilitate refunds and exchanges in accordance with established policies.
• Troubleshoot product or service issues and propose effective solutions; guide customers through next steps, including retention options when appropriate.
• Provide clear and comprehensive product and service information to support confident customer decision-making.
• Collaborate with the Member Experience Director to ensure service standards are met and exceptional customer care is consistently delivered.
• Maintain accurate records and ticket histories using Zendesk; track and update order information in Sticky.io; communicate with internal teams via Slack; and document workflows in Google Workspace.
• Uphold service-level commitments, quality standards, and professionalism in all customer interactions.

Qualifications

• 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.