MX Associate

About the role

The Member Experience Associate is the human voice on the other end of every member's email and phone call. This role is crucial for ensuring a concierge-style service and fostering lasting member loyalty.

Responsibilities

• Answer inbound phone calls and email tickets in a timely and friendly manner to ensure concierge-style service to members
• Educate members on how to get the most out of their monthly deliveries by assisting them with questions, account changes, and requests
• Create lasting impressions and member loyalty through creative problem-solving and a willingness to empathize with all kinds of people
• Cook on-the-fly delivery adjustments with our drivers to ensure each member's monthly home delivery goes smoothly
• Represent the voice of our members across the company to continuously improve our member experience
• Proactively communicate areas of personal development with your supervisor to ensure continuous improvement, highlight training opportunities, and meet team and individual metric goals

Requirements

• Enthusiasm for going above and beyond to delight our members
• Empathy and a desire to make folks feel heard and valued - and to get to the root of their problems
• A keen eye for detail and organization
• Associate's degree or 2+ years towards a bachelor's degree
• Passion for our mission and sustainable food/agriculture
• Ability to problem solve quickly and creatively and easily pivot to triage timely issues
• Comfort with multitasking across multiple software applications simultaneously
• Ability to learn new software quickly

Qualifications

• Bachelor's degree
• Prior customer-centric work or internship experience
• Familiarity with Customer Relationship Management (CRM) software and Zendesk
• Passion for social media marketing
• Food or agriculture industry experience
• Logistics support experience
• Social media management and communications experience