CORE RESPONSIBILITIES

• Respond to inbound inquiries from members and potential members across multiple channels including live chat, email, voice and social media
• Take advantage of sales opportunities when appropriate
• Report on member behavior and bugs, and generating content derived from anecdotes and analytics
• Maintain a high-satisfaction rate from members and keep our first response time within minutes on chat and hours across all other channels, all while building member loyalty
• Help out members with post-order scenarios such as replacements, refunds, delivery status updates, problem resolution and any other issues that may arise from the order fulfillment process
• Project a professional and consistent company image through chat, email, voice and social media interactions
• Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day
• Attend the weekly Member Experience meeting

REQUIREMENTS

• Bachelor's Degree or 4 years of relevant experience
• Excellent communication and relationship building skills
• Passion for helping people
• A successful track record working in a high volume environment
• Able to solve problems by thinking analytically and creatively
• Familiar with the latest ecommerce trends and customer support software
• Regular and reliable attendance is an essential function of this position
• A high attention to detail and appreciation for well-defined, organized business processes

NICE TO HAVES

• Previous employment at an ecommerce and/or food company
• Inbound sales experience
• Experience using Intercom
• Fluency in another language

To apply for this opportunity, please send your résumé and a paragraph that describes what excites you about this position to [email protected] with "Your Name | MX Specialist at WA" written in the subject line.