MX Associate

Walden Local Meat Co.•Tewksbury, MA

2d•Hybrid

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. This role is the difference between a transaction and a relationship. The Member Experience team serves as public ambassadors to both new and existing customers in support of Walden's mission to replace factory-farmed meat consumption with more sustainable, local, and humane options. This role involves providing authentic, personalized communication on a responsive timeline. As a small but growing team working both in person and from home, the associate will need excellent time management skills and the ability to stay focused and prioritized. Communication will be primarily through email (75%) and phone (25%), with coordination between members and other Walden teams to ensure a seamless member experience. This role is a great entry point to Walden, with opportunities for development into more senior roles within the department or other departments.

Requirements

Enthusiasm for going above and beyond to delight 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 Walden's mission and sustainable food/agriculture
Ability to problem solve quickly and creatively and easily pivot to triage timely issues
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
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
Resolve member complaints and go above and beyond to delight them with service
Create lasting impressions and member loyalty through creative problem-solving and empathy
Coordinate on-the-fly delivery adjustments with drivers to ensure smooth monthly home deliveries
Represent the voice of members across the company to continuously improve the member experience
Proactively communicate areas of personal development with supervisor to ensure continuous improvement, highlight training opportunities, and meet team and individual metric goals