Member Success Associate

Novato, CA 94945

Post Date: 06/18/18 Job ID: 00002L7R Industry: Customer Service Pay Rate: 20.00
We are on the hunt for an energetic, dedicated and team-oriented customer service minded professional to join the team of one of our clients in Novato. The primary responsibility will be to reach out to existing members to keep them up to date on new offerings and any membership updates.

-Address customer questions, concerns or cancellations via incoming call
-Handle and carefully respond to all customer inquires with timely follow up
-Follow up on cancellation requests that includes documenting customer account and sending out communication to team and customer and making refund requests if applicable
-Organize and follow up on customer success campaigns to members, monthly promotion emails and general membership updates to customers
-Maintain customer satisfaction ratings based on explicit criteria set forth by the company
-Use company policies to determine if there can be an immediate resolution to a customer issue or escalate to upper management when necessary
-Work with customer success team to meet daily contact quotas for members
-Must promote effective communication between various departments and our members
-Input customer information into the company's CRM platform to keep each customer record updated
-Maintain full confidentiality of information of clients and all department matters

-Demonstrate the ability to work with limited supervision
-Strong computer skills including database management, web searches, and email (i.E. Salesforce, Google sheets and Mac computer systems)
-Strong interpersonal skills to build effective relationships with all levels of professionals
-Must have excellent communication skills and strong analytical capacity
-Ability to exercise good judgment in external communications
-High level of professionalism with a passion to resolve issues
-Demonstrated ability to respond to large quantities of emails and calls that are time-sensitive
-Ability to independently manage daily tasks and short-term projects
-A true sense of urgency and strong multitasking skills
-Highly organized and attention to detail
-Work days are Monday-Friday and Work Hours are 8 am-5 pm
-2 years of Call Center or Customer Support Experience preferred
-Excellent English communication skills; both verbal and written
-Professional, courteous and responsive customer service and phone skills
-Ability to follow directions and work as part of a team
-High School Diploma/GED Required, College experience preferred

This is a dog friendly work place
MAC Based experience for software
Customer Service experience

Lisa Scanlon
Staffing Coordinator

Hire Date: February 2013
Alma Mater: Chico State University
Favorite restaurant: Tomasso’s (in SF)
Words to Staff By: “Go with your gut.”
Words to Work By: “You’ve got to be kidding me!”
Interesting Accomplishment: “To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment.” – Ralph Waldo Emerson
Something Few Know About Me: I achieved my 15 minutes of fame one day by playing guitar in a rock band in Oregon.

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