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Position Overview: JRNYS is passionate about creating exceptional experiences for our wellness community members, right from the start. As a Member Experience Coordinator, you'll be a key player in ensuring our members receive outstanding support and guidance throughout their journey with us. You will be the friendly face of JRNYS, guiding members through onboarding, managing all inbound and outbound communication channels, handling administrative tasks, and collaborating with other departments to ensure issues are resolved smoothly. Your ownership mentality, creative problem-solving skills, and empathetic approach will be what makes every member's journey with JRNYS amazing. In this role, you will be responsible for guiding new members through the onboarding process, ensuring they have a smooth transition into our wellness community. You will handle inbound and outbound customer communication via phone, email, and in-app messaging promptly and professionally. As a customer advocate, you will serve as a champion for the patient/customer within the organization, ensuring their needs and preferences are prioritized in decision-making processes. Additionally, you will complete various administrative duties such as updating member profiles, processing membership requests, and maintaining accurate records. Collaboration with different departments including medical staff, operations, and product development will be essential to address member concerns and resolve issues efficiently. You will utilize your creative problem-solving skills to address member inquiries, troubleshoot technical issues, and resolve conflicts. Continuous improvement of the overall member experience will be a key focus, as you identify areas for enhancement and implement solutions. Gathering member feedback and insights will help inform product improvements and enhance customer satisfaction. Meeting and exceeding performance metrics related to customer satisfaction, response times, and resolution rates will also be part of your responsibilities. Lastly, you will coordinate and manage weekly shipping operations to ensure timely and accurate delivery of goods and process shipping documents such as bills of lading, packing lists, and invoices.
