Member Support Associate

Mechanical Licensing Collective • Nashville, TN

119d

About The Position

The MLC is committed to excellence, service and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges. The role is full-time and hybrid, focusing on providing a best-in-class customer experience by anticipating the needs of our users and Members, multitasking with various customer inquiries received via support channels, escalating issues based on documented process flows, and representing The MLC as a frontline brand ambassador. Flexibility with hours and availability are essential, as we must support our customers when they need us. Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

Requirements

• One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred
• Experience with handling confidential and proprietary information
• Experience with data entry; with consistent accuracy and precision
• Excellent interpersonal communication skills; especially with conflict resolution
• Comfortable adapting to change, meeting evolving business needs, and using new technologies

Responsibilities

• Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
• Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
• Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required employee training and educational opportunities
• Efficiently leveraging all available resources, both internal and external, to meet customers’ varied needs
• Listening to customer feedback and advocating for customer-oriented solutions
• Maximizing support platform technology to capture critical data and use for decisions
• Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
• Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues
• Working in a way that aligns with the core values of The MLC; with transparency, a service orientation, respect for diversity and a commitment to excellence

What This Job Offers

• Job Type: Full-time
• Number of Employees: 101-250 employees