Member Success Specialist

Email Resume and Cover Letter

Position: Member Success Specialist

Location: Princeton, NJ

Department: Member Success

Reports to: Operations Manager

PURPOSE OF POSITION:

To ensure our members achieve a high level of personal success via their Learning Ally membership through empathetic, efficient and effective member service and support. The Member Success Specialist, Level 1, guides new members through the signup and renewal process, escalates school issues to the School and Student Success (SASS) and Education Solutions teams as needed, and provides potential members with general information about our products and services. The Specialist also validates the integrity of member data. As a central point of contact, the Specialist must have a broad knowledge of our products and services.

PRIMARY POSITION OBJECTIVES

  • Engages with membership on inbound service inquires for household members (PIM, SIM, Certifiers and Grandfathered individual members) and schools to understand and fulfill their membership related needs. Enhance the reputation of Learning Ally, and help improve the likelihood of referral of our services, through professional and courteous support.
  • Provides support to inquiries about Learning Ally audiobooks, playback solutions, website and products. Promotes self-service book ordering via the website and manually assist in book ordering as necessary.
  • Provides general information about Learning Ally products and services and communicates the value and benefits of Learning Ally membership to potential members, via inbound calls, web, email, chat, mail and outbound calls as needed. Actively refer school professionals to Ed Solutions or SASS resources as needed.
  • Processes applications, certifications and payments; and follow up on missing documentation as needed. Ensures the integrity of member data entered into NetSuite thereby providing accurate source data for all departments.
  • Achieves monthly departmental and individual metrics and goals to include:
    • SLA – 95%>
    • Abandoned Rate – 5%<
    • Adherence to Schedule – 95%>
    • Case Management – w/i established SLAs
    • Email – <24 business hrs.
    • Lead Generator – within established goals
  • Participate in other Learning Ally activities as required to achieve organizational goals.

Job Requirements

Education

High School Diploma or GED

Work experience

A minimum of 2 years of call center/customer service support experience

Work Hours

  • Must be available to complete 3-4 week training program
  • Flexibility to cover hours of operation 11:45am-8:00pm

Specific Skills/Knowledge

  • Demonstrates highest level of customer service
  • Independent self-starter
  • Excellent listening skills, patience, and problem solving skills
  • Strong verbal and written communication skills
  • Strong time management skills
  • Strong organizational skills and ability to effectively manage multiple priorities
  • Ability to type/talk at the same time and toggle between multiple screens and to enter and maintain accurate customer data records
  • Good problem solving skills
  • Good time management skills
  • Strong teamwork and collaboration skills
  • Strong knowledge of MS Office (Word, Excel, Outlook, etc.) & Google
  • Strong data entry skills
  • General operating knowledge of Windows and Mac, plus multiple browser types, Android, iOS, Chrome book
  • Experience with Call Center phone and case management systems
  • Bi-Lingual (Spanish) a plus

% Travel

  • Minimum if any travel required
  • Flexibility to work 11:45am-8:00pm