Position Overview:
JRNYS is passionate about creating exceptional experiences for our wellness community members, right from the start. As a Member Experience Coordinator, you’ll be a key player in ensuring our members receive outstanding support and guidance throughout their journey with us. You will be the friendly face of JRNYS, guiding members through onboarding, managing all inbound and outbound communication channels, handling administrative tasks, and collaborating with other departments to ensure issues are resolved smoothly. Your ownership mentality, creative problem-solving skills, and empathetic approach will be what makes every member's journey with JRNYS amazing.
Responsibilities:
1. Member Onboarding: Guide new members through the onboarding process, ensuring they have a smooth transition into our wellness community.
2. Communication Management: Handle inbound and outbound customer communication via phone, email, and in-app messaging promptly and professionally.
3. Customer Advocacy: Serve as a champion for the patient/customer within the organization, advocating for their needs and preferences to be prioritized in decision-making processes.
4. Administrative Tasks: Complete various administrative duties such as updating member profiles, processing membership requests, and maintaining accurate records.
5. Cross-Departmental Collaboration: Collaborate with different departments including medical staff, operations, and product development to address member concerns and resolve issues efficiently.
6. Problem-Solving: Utilize creative problem-solving skills to address member inquiries, troubleshoot technical issues, and resolve conflicts.
7. Customer Experience Enhancement: Continuously strive to improve the overall member experience by identifying areas for enhancement and implementing solutions.
8. Feedback Collection: Gather member feedback and insights to help inform product improvements and enhance customer satisfaction.
9. Performance Metrics: Meet and exceed performance metrics related to customer satisfaction, response times, and resolution rates.
10. Shipping Operations: Coordinate and manage weekly shipping operations to ensure timely and accurate delivery of goods and process shipping documents such as bills of lading, packing lists, and invoices.
Qualifications:
1. Previous Experience: 1-2 years of experience in a customer service or customer-facing role, preferably in a digital or wellness-related industry.
2. Communication Skills: Excellent written and verbal communication skills with the ability to convey information clearly and empathetically.
3. Problem-Solving Ability: Strong analytical and problem-solving skills with a proactive approach to finding solutions.
4. Empathy and Patience: Demonstrated ability to empathize with customers and remain patient and composed in challenging situations.
5. Organizational Skills: Highly organized with the ability to manage multiple tasks simultaneously and prioritize effectively.
6. Team Player: Collaborative mindset with the ability to work well in a cross-functional team environment.
7. Tech-Savvy: Comfortable using digital platforms, CRMs, and customer service software.
8. Commitment to Wellness: Passionate about health and wellness with a genuine interest in helping others achieve their wellness goals.
JOIN US!
Join us at JRNYS and be part of a dynamic team dedicated to empowering individuals on their wellness journey. If you're ready to make a meaningful impact and provide unparalleled support to our members, we want to hear from you!
Job Type: Part-time
Pay: $20.00 - $23.00 per hour
Expected hours: 20 – 25 per week
Benefits:
- Employee discount
- Flexible schedule
- Wellness program
Physical Setting:
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Customer service: 2 years (Required)
- Problem management: 1 year (Preferred)
- Medical records: 1 year (Preferred)
Work Location: Hybrid remote in Austin, TX 78701
