Customer Relations Associate - Part Time Remote

About the role

We are seeking a driven and ambitious individual to join our team as a Customer Relations Associate. As a vital part of our team, you will manage customer interactions and relationships on a part-time, remote basis. If you're enthusiastic about making a difference and helping others, this opportunity is for you!

Responsibilities

• Act as the primary contact for customer queries and account management, ensuring total customer satisfaction
• Provide timely, professional, and courteous support to customers and associates
• Educate customers on financial products, including investment, insurance protection, retirement savings, and estate planning
• Develop customized customer plans, guiding customers through budgeting, debt reduction, investing, and retirement planning
• Maintain high levels of customer satisfaction and improve account value through upsell and cross-sell opportunities

Requirements

• 18 years or older and a U.S. citizen
• Pass a background check
• Strong verbal and written communication and customer relationship management skills
• Must obtain Life Producer license within the first 2 weeks
• Familiarity with CRM systems (e.g., Salesforce) and competency in basic reporting
• Ability to interpret customer health metrics and prepare concise summaries
• Aptitude for identifying and pursuing expansion opportunities

Qualifications

• Background in customer service, leadership, or management preferred
• Education, coaching, military, or elite athlete backgrounds also a great fit
• Entrepreneurial mindset, self-motivated, and keen to grow and help others
• Advanced negotiation techniques or technical troubleshooting skills beneficial

Benefits

• Flexible scheduling with personalized customization
• 100% remote position with comprehensive online tools and training
• Leadership development opportunities

Pay

Competitive compensation ($30,000 - $50,000 part-time), with potential for advancement based on personal goals.

Key Performance Indicators (KPIs)

• Response Timeliness: Percentage of queries addressed by committed dates (target: 98%)
• Complaint Resolution: Rate of issue resolution without rework (target: 95%)
• Customer Satisfaction: Average rating in customer feedback surveys (target: 4.5/5)
• Return Customer Rate: Percentage increase in customer retention (target: 15% yearly)
• Engagement in Financial Literacy: Attendance and feedback from informational events (target: 4.5/5)

Primary Objectives and Key Results (OKRs)

• Objective 1 Excellent Customer Service: Ensure consistent delivery of high-quality customer interactions and solutions.
  • KR1.1: Maintain a 98% on-time response rate for customer queries each quarter
  • KR1.2: Eliminate customer complaints through process improvement within six months
• Objective 2 Relationship Building: Develop lasting customer relationships that enhance loyalty and engagement.
  • KR2.1: Achieve a 95% customer satisfaction rate in ongoing feedback surveys
  • KR2.2: Increase the percentage of returning customers by 15% within a year
• Objective 3 Knowledge Sharing and Growth: Promote financial literacy and customer empowerment.
  • KR3.1: Conduct at least 3 financial literacy workshops or webinars per year with high attendance
  • KR3.2: Share educational content regularly, achieving positive feedback and engagement