Onboarding Support Specialist (Drop Care) - Remote - $20/Hr

Military Spouse Corporate Career Network

4d•Remote

About The Position

Employer is hiring CX-professionals who have a deep empathy and care for their community to join our team of Onboarding Support Specialists. In this role, you serve as the relational bridge between the company and their drop coordinators. This is a remote role, but the following locations are excluded: OCONUS | California | District of Columbia | Illinois | Montana | Rhode Island | Seattle, WA.

Requirements

3+ years of high-volume contact center or customer support experience
Ability to independently manage escalated calls and navigate high-pressure conversations
Strong troubleshooting skills and technical proficiency across multiple systems
Genuine passion for healthy living and appreciation for natural and organic products
Relationship-driven customer service approach with strong problem-solving skills
Excellent verbal, written, and interpersonal communication skills with active listening abilities
Compassionate, patient, and solutions-oriented approach when supporting customers
Emotional maturity, professionalism, and high integrity when handling sensitive or difficult interactions
Strong organizational skills with the ability to manage multiple priorities and systems
Adaptable, positive attitude with a willingness to learn and grow
Comfortable working in Windows-based applications, email platforms, phone systems, and multi-screen environments
Basic typing proficiency and strong internet navigation skills
Successful completion of required background check and drug screening
Must have a private, dedicated workspace that enables you to work independently and without interruptions.
Representatives are required to remain on camera throughout their shift, including training and post-training.

Nice To Haves

Supervisory, management, or team lead experience preferred

Responsibilities

Serve as the primary support partner to Drop Coordinators, providing exceptional service rooted in the customers Core Values and vision.
Welcome and onboard new Drop Coordinators, ensuring they feel supported, informed, and set up for success.
Build and cultivate long-term, trust-based relationships with both new and established Drop Coordinators.
Manage incoming requests including new drop applications, location changes, semi-open drop approvals, and other drop-related needs.
Conduct proactive outreach to an assigned group of Drop Coordinators to check in, troubleshoot challenges, and support growth.
Educate Drop Coordinators with tools, training, and marketing ideas to strengthen their communities and expand participation.
Encourage drop growth through customer-provided programs and resources such as the Drop Coordinator Development Program, social media strategies, and local promotion guidance.
Identify potential Anchor Drop opportunities.
Screen interested drops, clearly explain the Anchor Drop program, and assess readiness.
Recommend qualified drops to the Customer Success Manager for review, approval, and transition.
Respond to Drop Coordinator inquiries across phone, email, chat, SMS, and voicemail channels.
Provide clear, honest, and compassionate communication that builds trust and confidence.
Take ownership of every experience from first contact through resolution.
Perform basic customer and drop account maintenance, including updates to contact information and locations.
Enter credits and debits according to company guidelines using internal systems.
Apply sound judgment and policy knowledge to resolve issues effectively and fairly.
Identify needs, anticipate challenges, and seek opportunities to delight and support our community.