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Member Services Specialist
Posted on 12/17/2022
INACTIVE
Locations
Los Angeles, CA, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
REST APIs
Requirements
  • You are passionate about health and wellness
  • You have excellent written and verbal interpersonal skills
  • You know your way around Google Apps and have experience with Customer Relationship Management tools
  • Phenomenal listener who can recognize cues from customers over phone and chat
  • Creative and analytical problem solver
  • Receptive to performance feedback and quick to put it into action
  • Ability to self-manage productivity and self-assess performance
  • Authentic care for the well-being of Thrive Market members
Responsibilities
  • Provide efficient support and service to members via chat, phone, text, and email
  • Educate shoppers about the features and benefits of membership that are aligned with their needs so that they maintain their annual membership
  • Be a subject matter expert for a growing catalog of products and dietary values we support to offer cross-sell opportunities and improve AOV (average order value)
  • Collect and communicate customer insights to the rest of the business to help improve Thrive Market's offerings
  • Answering and responding to customer calls, chats and emails (~7 hours per day)
  • Making changes to customers' accounts and/or orders
  • Assisting members with membership questions and encouraging members to maintain their membership
  • Troubleshooting and/or helping members navigate through the website or app
  • Noting feedback and escalating issues when necessary
  • Reading updates sent via email and Slack (~30 minutes per day)
  • Working from a desk and laptop with an attached headset
  • Attending virtual trainings and team meetings (~1-2 hours a week)
  • Primarily informational that require listening to updates
  • 1:1 meetings and team huddles require participation for each attendee
  • Taking breaks as scheduled
Thrive Market

501-1,000 employees

Company Overview
Thrive Market is an online retailer with over 2,500 high-quality healthy foods, vitamins, home goods, and beauty supplies.