Member Service Specialist

Role overview Help members resolve questions and issues so they can make effective use of a health and wellness product marketplace. The work combines customer support across several channels with order and account troubleshooting, membership retention, and product guidance. This is a full-time remote role with a scheduled eight-hour workday.

Responsibilities - Respond to members by chat, phone, text, and email, addressing shipping questions, damaged orders, account changes, and other concerns. - Troubleshoot website and app issues and guide members through site navigation. - Handle membership cancellation requests and make relevant retention offers. - Learn the product catalog and supported dietary preferences to recommend suitable items and identify cross-selling opportunities. - Record customer insights in a CRM for use by other teams. - Keep current with team updates and training, and meet with a team lead to review performance and discuss difficult cases.

Requirements - Strong written and spoken communication, listening, and customer service skills. - Comfort assisting customers across multiple channels throughout an eight-hour shift. - Proficiency with Google apps and experience using CRM tools. - Ability to assess customer needs, distinguish urgent from routine issues, and solve problems thoughtfully. - Self-management skills, openness to feedback, and care for a positive customer experience. - Interest in health and wellness; call center experience is helpful but not required.

Benefits and work setup - Remote, full-time employment; team members must be based in the United States. - Starting pay is $18 per hour. Two schedule options are available: Tuesday through Saturday or Monday through Friday, with start times between 6:00 and 8:30 a.m. Pacific Time in 30-minute increments. The assigned schedule is expected to remain in place for 8 months to a year before a possible change. - Remote onboarding lasts three weeks and may take place Monday through Friday. - Benefits include medical, dental, vision, life and disability coverage, a 401(k), paid time off, nine observed holidays, and wellness and mental health support.