Member Experience Specialist
About the Role
You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. 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.
Core Responsibilities
Respond to inbound inquiries from members and future members across multiple channels including live chat, email and phone.
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.
Assist members with inquiries concerning order issues, cooking and recipes, account management and more, all while building relationships.
Communicate with empathy and always put the member first in all email, live chat and phone interactions.
Report on member behavior and bugs, and generate content derived from anecdotes and analytics.
Represent the companyâÂÂs values and mission in each interaction.
Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday and goals for the day.
Other duties and special projects as assigned.
Requirements
Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
Passion for helping people - you wonâÂÂt stop trying until our member is happy
A successful track record working in a high volume environment - could be tossing pizzas or previous eCommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
Ability to solve problems by thinking analytically and creatively - weâÂÂll show you the process, but your success will depend on your ability to implement on your feet
A high attention to detail - being detail oriented helps in a fast- paced environment
Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (donâÂÂt worry, youâÂÂll only work 5), and we rely heavily on our peers to help one another
Nice to Haves
Previous employment at an eCommerce and/or food company
Familiarity with the latest eCommerce trends
Inbound sales experience
Experience using customer support software such as Intercom, Aircall, or other SaaS tools
The salary for this position is $35,360.00. Wild AlaskanâÂÂs benefits package includes health, vision, and dental insurance, a 401k, up to 10 company holidays, safe/sick time, vacation, parental leave and more, as well as a delicious box of free fish every month.
Please mention the word **INTERESTS** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
Apply Now
You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. 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.
Core Responsibilities
Respond to inbound inquiries from members and future members across multiple channels including live chat, email and phone.
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.
Assist members with inquiries concerning order issues, cooking and recipes, account management and more, all while building relationships.
Communicate with empathy and always put the member first in all email, live chat and phone interactions.
Report on member behavior and bugs, and generate content derived from anecdotes and analytics.
Represent the companyâÂÂs values and mission in each interaction.
Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday and goals for the day.
Other duties and special projects as assigned.
Requirements
Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
Passion for helping people - you wonâÂÂt stop trying until our member is happy
A successful track record working in a high volume environment - could be tossing pizzas or previous eCommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
Ability to solve problems by thinking analytically and creatively - weâÂÂll show you the process, but your success will depend on your ability to implement on your feet
A high attention to detail - being detail oriented helps in a fast- paced environment
Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (donâÂÂt worry, youâÂÂll only work 5), and we rely heavily on our peers to help one another
Nice to Haves
Previous employment at an eCommerce and/or food company
Familiarity with the latest eCommerce trends
Inbound sales experience
Experience using customer support software such as Intercom, Aircall, or other SaaS tools
The salary for this position is $35,360.00. Wild AlaskanâÂÂs benefits package includes health, vision, and dental insurance, a 401k, up to 10 company holidays, safe/sick time, vacation, parental leave and more, as well as a delicious box of free fish every month.
Please mention the word **INTERESTS** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely (#RMzguNjguMTM0LjE5NA==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
Apply Now