NEWITY is America’s Small Business Marketplace, focused on empowering entrepreneurs with access to trusted service providers and loan solutions. We are looking for a Member Services Representative to join our Member Services team.
In this role, you will act as a liaison between members and the Company’s internal departments by fielding, managing, and troubleshooting inbound member calls over the phone. Providing expert care while maintaining a positive attitude toward customers to foster superior experiences is a must. You will be expected to understand our marketplace offerings and recommend them to members.
We are seeking candidates who can adapt quickly to changes in a fast-paced environment, are eager to take on new challenges, and who feel comfortable working with performance metrics.
Qualifications
- Call center experience is a must – outbound is a plus
- Comfortable in dynamic, high-volume environments
- Exceptional interpersonal, written, and verbal communication skills
- Ability to handle a wide range of situations over the phone with tact and diplomacy
- Effective time management and self-accountability
- Comfortable using HubSpot Customer Relationship Management (CRM) system is a plus
- Able to multi-task under time pressure
- Entrepreneurial spirit and willingness to take on challenges
- Ability to adapt to changing circumstances and priorities
- Comfortable working and learning independently
Description & Responsibilities
- Conduct incoming and outbound telephone calls regarding service questions, tech bug issues, and other customer concerns in a timely and appropriate manner
- Cross sell additional products and services on the phone
- Maintain a level of productivity per our KPI expectations
- Assist members with website registration and navigation
- Educate members on their requests providing first call resolution (when possible) working with appropriate internal/external resources, and ensure closure of all inquiries
- Document all activities for quality and metrics reporting through the CRM
- Deliver a great customer experience to all members internally and externally
- Work with other departments on cross functional tasks and projects
- Follow and maintain strict adherence to policies, privacy protocols, and processes
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Maintain in-depth understanding of the Company’s different services
- Make recommendations according to customer’s needs
- Maintain high customer satisfaction scores and strive to improve these continuously
- Perform other ad hoc duties, as needed
Location
- Remote
NEWITY is an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.