Member Services Rep.Remote

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.