Member Experience Associate
Penrose Hill, United States
Job Description
Have you ever wanted to disrupt a $70bn industry and be a key member of a fully integrated consumer and business facing marketing company which is supported by a supply chain that stretches from the US to Europe and across the Southern Hemisphere? Do you fancy a deep-dive into the intricate details of customer service while maintaining the nimbleness of a data-driven, digital company? Are you keen to help a young, fast-growing company continue to evolve into a world-class, employer of choice? Well, then, come say hi!
Firstleaf/Penrose Hill is looking for a Member Experience Associate to report directly to the Sr. Manager, Member Experience. In this multi-faceted role you will be responsible for delivering Firstleaf’s core messages through all customer messaging, both verbal and written communications, employing effective telemarketing practice and outstanding customer care. You will ensure all deliverables are carried out professionally, effectively and to highest quality standards.
A few examples will illustrate some of your challenges:
- Exceptional interaction with our member and customer base through inbound/outbound calls, emails and chat
- Has complete understanding of key compliance and industry standards regarding alcohol as it pertains to purchasing, shipping and delivery
- Perform in the top 10% of all performance measures such as sales, retention and customer satisfaction scoring
- Ability to participate in department related projects while still maintaining high levels of performance
- Ability to be flexible to schedule changes depending on business need
- Self-sufficient and ability to help others succeed
Requirements
- ZenDesk and Five9 experience preferred
- Excellent time management skills
- Excellent communication skills and strong understanding of people
- Use database, CRM, or other software to assist customers/members
- Types 45+ wpm
- Previous experience in call-center environment operating phone, email and chat simultaneously
- Competitive bonus structures for employees who meet/exceed goals
- Ability to discern customer data quickly and provide proper solutions and products
Benefits
Working with the world's best wine company isn't enough?
Seriously though, we offer remote work, and a location agnostic philosophy added to a welcoming work/life balance. Further, we offer a truly competitive compensation package with bonus and stock options grants, generous PTO, plus choices with medical, dental and vision coverage, as well as flexible spending accounts. life insurance, 401(k), employee assistance program, discounted pet insurance. And to top it off: a monthly wine credit with our wine club, Firstleaf.