MX Associate
About The Position
Walden is seeking a Member Experience Associate - someone 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 to be our 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 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 and verbal communications with a personable and 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
- 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
Benefits
- 401k (starting at 90 days)
- Medical, Dental & Vision (starting at 30 days)
- Paid Sick Days
- Paid Time Off (starting at 6 months)
- 8 Paid Holidays
- Paid Parental Leave
- Volunteer Time Off
- up to 5 lbs of free meat weekly
- 25% off up to 2 Walden monthly meat subscription memberships
- 25% discount at our South End Boston butcher shop
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
