Member Experience Team Member – Tier 1

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Act as the primary point of contact through phone, email, mail, and social media, providing prompt and professional assistance.

• Investigate, resolve, and document customer inquiries, issues, and complaints; escalate complex situations as necessary.

• Handle order placements and cancellations; manage refunds and exchanges in accordance with established policies.

• Diagnose product or service issues and suggest effective solutions.

• Assist customers in understanding next steps, including retention options when applicable.

• Offer clear and detailed information regarding products and services.

• Work in collaboration with the Member Experience Director to achieve service standards and deliver outstanding customer care.

• Keep records and ticket histories organized using Zendesk.

• Monitor and update order details in Sticky.io.

• Communicate with internal teams through Slack.

• Document workflows in Google Workspace.

• Maintain service-level commitments, quality benchmarks, and a professional demeanor.

⛳️ Requirements

• High school diploma or its equivalent.

• At least 6 months of experience in customer service.

• Excellent communication skills, encompassing strong reading comprehension and professional writing abilities.

• Proven ability to work as part of a team, along with problem-solving skills, adaptability, and efficiency in a dynamic environment.

• Self-driven, with a strong sense of accountability and reliability.

• Technical proficiency with Zendesk, Sticky.io, Slack, and Google Workspace, or the ability to quickly learn these applications.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working hours and a supportive work environment.