Job Details

Member Experience Specialist

  2019-05-07     Wild Alaskan Company     Alaska     12-15 hour  
Description:

WORK FROM HOME**THIS IS A REMOTE POSITION**

DESCRIPTION OF ROLE
You are the face of Wild Alaskan (https://wildalaskancompany.com) when it comes to interacting with our members and potential members. The rest of the company relies on you to evangelize Wild Alaskan's mission to all those who interact with our team and experiences -- both in the kitchen and digitally. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different. As a critical member of the member experience team, you’ll have exposure to other areas of the business, such as operations, product, growth and communications.

CORE RESPONSIBILITIES

  • Respond to inbound inquiries from members and potential members across multiple channels including live chat, email, voice and social media
  • Take advantage of sales opportunities when appropriate
  • Maintain a high-satisfaction rate from members and keep our first response time within minutes on chat and hours across all other channels, all while building member loyalty
  • Help out members with post-order scenarios such as replacements, refunds, delivery status updates, problem resolution and any other issues that may arise from the order fulfillment process
  • Project a professional and consistent company image through chat, email, voice and social media interactions
  • Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day 
  • Attend the weekly Member Experience meeting

REQUIREMENTS

  • Bachelor's Degree or 4 years of relevant experience
  • Excellent communication and relationship building skills
  • Passion for helping people
  • A successful track record working in a high volume environment
  • Able to solve problems by thinking analytically and creatively
  • Familiar with the latest ecommerce trends and customer support software
  • Regular and reliable attendance is an essential function of this position
  • A high attention to detail and appreciation for well-defined, organized business processes


NICE TO HAVES

  • Previous employment at an ecommerce and/or food company
  • Inbound sales experience
  • Fluency in another language
  • Growth marketing, supply chain, operations or digital product (QA, Tech Support, etc.) experience
  • Working knowledge of Intercom, FullStory and/or Slack

To apply for this opportunity, please send your résumé and a paragraph that describes what excites you about this position to careers@wildalaskancompany.com with "[Your Name] | MX Specialist at WA" written in the subject line.

ABOUT THE TEAM

We’re a small, expanding team that cares deeply about sustainability, good food and personal growth. As a remote business, we rely on the systems we build to deliver a high-quality, personal experience to our members throughout the U.S. You can catch us in Alaska, New York and everywhere in between -- and sometimes beyond. We value independence, hard and thoughtful work, diversity in approach, backgrounds and ideas, as well as the willingness to learn. Since you’re still with us, here are some things we don’t like: excuses, micro-managers, complacency and unethical businesses. If you care about helping build a better food system and growing your career, we want to hear from you.

 

ABOUT THE COMPANY

Wild Alaskan Company delivers wild-caught, sustainably sourced seafood to households across the United States. Our monthly membership service is powered by our custom-built eCommerce platform and three generations of history and expertise in the Alaskan fishing industry. We constantly strive to meet our promise of a top-notch product and experience. And we’re always looking to improve, so if you happen to be reading this and have any ideas, do tell!


 


Do not contact this company in solicitation of any product or service.

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