Member Experience Associate

Walden Local Meat Co.•Tewksbury, MA

3d•Remote

About The Position

Walden is seeking a Member Experience Associate who will be the human voice on the other end of every member's email and phone call. The role is the difference between a transaction and a relationship. Members notice. Our Member Experience team serves as public ambassadors to both new and existing customers in support of our mission to replace factory-farmed meat consumption with more sustainable, local and humane options. There are no phone scripts or template responses here - you'll provide authentic, personalized communication on the responsive timeline our member community deserves. As a small but growing team working both in person and from home, you will need to have excellent time management skills and be able to stay focused and prioritized during both busy and calm times. You'll be communicating directly with our members through email (75%) and phone (25%), as well as coordinating between members and other Walden teams to ensure the most seamless member experience possible. This role will include weekend coverage when the rest of the team will be offline. With this in mind, it's important that you can work independently and be self-motivated. Your manager will be available for emergencies, but weekend coverage will be solely your responsibility. This role is a great entry point to Walden; we actively develop our Member Experience Associates to be ready for more senior roles both within the department and in other departments (such as Marketing, Operations, and Wholesale) depending on each individual's career interests.

Requirements

Enthusiasm for going above and beyond to delight our members
Empathy and a desire to make folks feel heard and valued - and to get to the root of their problems
Ability to craft and personalize written & verbal communications with a personable, friendly tone
A keen eye for detail and organization
Associate's degree or 2+ years towards a bachelor's degree
Passion for our mission and sustainable food/agriculture
Ability to problem solve quickly and creatively and easily pivot to triage timely issue
Comfort with multitasking across multiple software applications simultaneously
Ability to learn new software quickly

Nice To Haves

Bachelor's degree
Prior customer-centric work or internship experience
Familiarity with Customer Relationship Management (CRM) software and Zendesk
Passion for social media marketing a plus
Food or agriculture industry experience
Logistics support experience
Social media management and communications experience

Responsibilities

Answer inbound phone calls and email tickets in a timely and friendly manner to ensure concierge-style service to members
Educate members on how to get the most out of their monthly deliveries by assisting them with questions, account changes, and requests
Respond to comments and DMs on Walden's social posts and ads each day, building from our approved topics, and escalating anything outside it.
Be empowered to not just resolve member complaints, but go above and beyond to delight them with our service
Create lasting impressions and member loyalty through creative problem-solving and a willingness to empathize with all kinds of people
Coordinate on-the-fly delivery adjustments with our drivers to ensure each member's monthly home delivery goes smoothly
Represent the voice of our members across the company to continuously improve our member experience
Proactively communicate areas of personal development with your supervisor to ensure continuous improvement, highlight training opportunities, and meet team and individual metric goals