Shop Your Way Member Support Specialists provide best-in-class member service. At Shop Your Way, we deliver consistent, authentic, meaningful value every day to our members through multiple channels; inbound and outbound calls, email, social media, and the SYW community. You bring your compassion, empathy, and the ability to see challenges through the member’s perspective, and we’ll provide you outstanding skills development, a fun and engaging work environment, competitive compensation and benefits package, extra Shop Your Way associate points for purchases, and opportunities to grow with our organization. Your passion for creative problem-solving and ability to balance multiple priorities makes you a great addition to our team. This is a permanent work-from-home position.
Hours for the position are 830 AM -5 PM Pacific Time, Monday through Friday.
Who are we looking for?
A committed, engaged, tenacious, outside the box problem solver that can handle contacts quickly and find solutions for our members. You look for new ways to make the members' lives easier by analyzing common issues and recommending solutions. If you love helping others and don’t want to be confined by constraints of a typical contact center, we want to talk to you. This is a great opportunity to get in on the ground floor and grow with us.
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Business
Transformco Corporate
Job Function
Call Center
Employment Category
Regular, Full-time
Job Duties/Responsibilities
Responsibilities/Skills/Experience Requirements
- Tenacity with compassion. Able to advocate for your members' pain points and be able to communicate opportunities and solutions.
- Genuine desire to help others, independent thinker with quick analytical problem-solving skills.
- Interact with members via inbound and outbound calls, social media messaging and emails as necessary to follow up with members to gain insights and provide resolutions.
- Receive help requests from internal teams and triage quickly.
- Engage with our members on our social channels, Facebook, Twitter, and ShopYourWay.com,
- Provide personalized and compassionate support that aligns with Shop Your Way values.
- Prior work experience in customer service, thinking outside the box, solving problems, driving sales or service solutions.
- Ability to have fun, work in a dynamic environment; learn quickly and multi-task with ease.
- High school degree or equivalent education is required
- Must be dependable. We are a small team right now and need our specialists to be present.
Proficiencies:
- Understand SYW programs, apps and all offerings
- Exceptional written, verbal, and interpersonal communications skills and computer proficiency (Windows, Google, digital applications and internet)
- High energy, positive attitude, ability to influence the attitudes of others
- Strong ability to learn and retain information around the various Shop Your Way initiatives
- Goal oriented and motivated to complete tasks and achieve sales and service metrics
- Relationship management with Members, use of a CRM tool
- Strong organizational skills and ability to multitask and handle multiple priorities at once
Measurements:
- Member retention and engagement goal of 15% increased engagement post contact.
- Efficiency at solving Member issues; goal of 70 tickets per day completed.
- Post engagement reviews by Clients; goal of 30 NPS within 3 months, 40 NPS after 6 months.
- Achieve an Average Handle Time of 360 seconds.
- Bilingual preferred but not required; English and Spanish speaking and writing
Years Experience
2+ Years Experience
Preferred Minimum Education
High School / GED
Travel Requirements
None
EEO/EOE Footer
Equal Opportunity Employer / Disability / Vet.
Posting Tags
#Corporate, #CallCenter, #SYW
Company Brand
Shop Your Way
COVID-related Health and Safety
As a condition of employment, employees must adhere to our COVID-related health and safety protocols, including a requirement that employees attest as to their vaccination status and upload proof of vaccination status. Our protocols and requirements are continuously re-evaluated and may change at any time.
Job Type: Full-time
Pay: $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Remote
COVID-19 considerations:
As a condition of employment, employees must adhere to our COVID-related health and safety protocols, including a requirement that employees attest as to their vaccination status and upload proof of vaccination status. Vaccination not required at this time
Experience:
- Call center: 2 years (Preferred)
Work Location: Remote
