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Senior Associate, Member ExperienceBookmark This
Eisai Co. Ltd
Posted: June 28 2016
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DescriptionAbout the Role
We are currently seeking a Senior Associate, Member Experience. This full time position is based all around the Us and will report directly to the Head of Sales Operations. The perfect Senior Associate, Member Experience aspires to be a primary advocate for our members, delivering superior service and helping design the best service policies and infrastructure in the world.
ResponsibilitiesAs a successful Senior Associate, Member Experience, your primary responsibilities will include (though will not be limited to):
Master our products, services and offerings to provide perfect advice to members
Help in creating the processes and training used by the Member Experience team
Creating processes with each department to solve problems on the front lines related to a wide range of issues: billing, technology, operations, and more.
Quickly and thoroughly solve members problems any time an experience related to their membership does not go 100% as planned
Work with automation platforms to efficiently input and track interactions
Be a proactive, solution oriented person who knows how to improve the member experience before a problem arises
Enhance the membership experience and help our members get the most out of their membership
Be a jack of all trades: you will do anything needed to support the Member Experience team in order to achieve team goals
Will serve as the front line, on-call resource for all customers via phone, email and live chat
Provide thoughtful, strategic insight regarding customer needs to our product, marketing and technology teams
Provide unmatched customer service to members to ensure an excellent member experience
Work with our leadership team to develop initiatives that improve the member experience
At least 1-2 years of member experience or customer service in a medium to high growth company and/or entrepreneurial environments
Comfortable using marketing automation platforms and CRM – Salesforce experience highly desirable
Experience working on a team and having a team player mentality
Strong work ethic and entrepreneurial spirit – WeWork is growing incredibly quickly, meaning each employee will be given significant responsibility and autonomy. This will mean hard work, but will also mean much room for innovation in developing processes and/or programs that could benefit the company and create room for significant personal and career growth
Excellent communication, writing and presentation skills
Exceptional organization skills and multi-tasking skills
Ideally you will have experience building processes and using tools to support a customer service team