Member Experience Team Member Tier 1 (Remote)

Truly Free • Traverse City, MI

8d • Remote

About The Position

The Member Experience Team Member provides timely, accurate support to customers by sharing helpful information, answering questions, and resolving concerns across multiple channels. As a front-line support contact in a remote environment, this role helps ensure customers are satisfied with the company’s products, services, and features.

The position handles customer inquiries and complaints, processes orders and related requests, troubleshoots issues, and maintains accurate customer and workflow records. It collaborates with the Member Experience Director and internal teams to meet service standards and deliver consistent customer care.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Strong communication skills, including excellent reading comprehension and professional writing.
• Demonstrated teamwork, problem-solving, adaptability, and efficiency in a fast-paced environment.
• Self-motivation, accountability, and dependability.
• Technical proficiency with Zendesk, Sticky.io, Slack, and Google Workspace, or the ability to learn these tools quickly.

Responsibilities

• Serve as the first point of contact via phone, email, mail, and social media, providing responsive and professional support.
• Investigate, resolve, and document customer inquiries, issues, and complaints; escalate complex matters as needed.
• Process order placements and cancellations, and facilitate refunds and exchanges according to established policies.
• Troubleshoot product or service issues, propose solutions, and guide customers through next steps, including retention options when appropriate.
• Provide clear and comprehensive product and service information to support customer decision-making.
• Collaborate with the Member Experience Director to meet service standards and deliver exceptional customer care.
• Maintain customer records and ticket histories in Zendesk; track and update order information in Sticky.io; communicate with internal teams via Slack; and document workflows in Google Workspace.
• Uphold service-level commitments, quality standards, and professionalism in customer interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED