Customer Experience Representative
You have proven customer service experience and related business skills along with an internal drive towards the care of customers. You have an innate ability to make customers and team members feel heard, reassured, and empowered to create work that matters. You understand the need for both empathy and efficiency in a successful customer experience team.
As our Customer Experience Representative, you’ll be focused on customer communications and also have many opportunities to learn and grow in new areas with our successful CX team.
What You’ll be Doing In this Role:
- Performing as an active and responsible member of the Customer Experience team responsible for all customer support functions
- Communicating with MFI customers via email, social media, SMS, live chat, and blog comments
- Collaborating with the CX team and various internal teams on continuing to improve our customer’s journey
- Working fluently as a team member on the flow of customer input to maintain company standards and timeframes
- Helping to act as the voice of the customer to others within the MFI organization to ensure that we’re constantly improving our business based on serving our customers
- Delivering outstanding, practiced support to our customers and community; taking ownership of regular customer service tasks
- Working responsibly with customer inquiries, adhering to MFI CX processes for communicating with customers, understands and is able to resolve billing issues and related matters. Seeing all matters through, start to finish
- Bringing valuable insights, institutional knowledge, and help to other members of the customer service team
Reading this makes you say, WHOA that’s ME!:
- You’ve worked in active, omnichannel, thriving customer experience team and have the business skills to know what it takes to get it done
- You understand that keeping customers happy means truly understanding their needs and challenges
- You have customer service experience and understand the joys and challenges of working with customers in a sensitive, empathetic manner
- You thrive in a fast-paced environment
- You love simplifying systems, processes, and communication flow wherever possible
- You have experience with web and billing automation involving CRM/email/billing systems
- You’ve worked at a tech start up and/or in a virtual environment where 99% of the customer experience happens online
- You’re an effective, clear communicator in all formats
- You have a passion for mentoring, coaching and educating
- You’re a maximizer and have a knack for finding ways to optimize and improve everything you’re involved with
- You’re practically always on time (or early) and strive to deliver ahead of deadlines
- You care deeply about your work, colleagues, and the well-being of the company
- You’re not (overly) attached to your ego you’re focused on finding, developing, and executing on the best ideas to get the best results
- You’re 10,000% comfortable working in a virtual environment
- You do whatever it takes and the phrase That’s not my job is not a part of your vocabulary
- You’re a born GO GETTER always looking for ways to add value, do better work, improve efficiencies, build others up, and make the world a better place
Necessary Skills:
- 6+ years relevant work experience and you’re located in a United States time zone; Pacific preferred
- Strong background in performing customer service-related tasks in a thoughtful and purposeful manner
- High intrinsic motivation to serve others and work intelligently through customer-related communications, issues and billing-related matters
- A positive, high energy and customer centric/solution oriented mentality
- Excellent listening, problem-solving and organizational skills
- Ability to write comprehensive reports and work with cross-functional teams
- Strong verbal and written communication skills
- Software experience with HelpScout, Zendesk, or other helpdesk platforms, billing software and CRM experience
- Strong problem solving and critical-thinking capability
- Ability to adapt and be agile as needed in a fast-paced, growing environment
- Attention to detail
- Experience working remotely preferred
This position is not for you if:
- You have personal drama
- You don’t like working with customers and improving their experience
- You don’t have a passion for improving customer service processes
- You don’t really commit wholeheartedly to anything
- You don’t like marketing, sales, technology or being the best
- You think self-help is weird
- You have no sense of humor
- You don’t live and work within the United States
The nitty gritty:
- This is a full-time virtual position working with our virtual team. You’ll have full autonomy over where you work, what you wear and which pet sits at your feet
- Paid medical and dental insurance, plus $1,500 HSA deposit
- Vision insurance
- Flexible Spending Account for health insurance and childcare
- 4 weeks company closure time off (exact dates determined by company)
- 10 days PTO
- Paid holidays
- 5 sick days
- 3 personal holidays to use as you choose
- 401(k) with company match and profit sharing
- Paid parental leave
- Colleagues who will make you laugh and support you every step of the way
About Marie Forleo International
Marie Forleo International is a socially-conscious digital empire founded by #1 New York Times bestselling author and one of the most sought-after motivational coaches in the world, Marie Forleo. Our mission is to give people the tools they need to change their lives. We do this through our award-winning show MarieTV, The Marie Forleo Podcast and our online training programs like B-School and The Copy Cure.
We believe in the power of personal growth, laughter and life-long learning. Our motto is everything is figureoutable, and we’re dedicated to helping millions of big-hearted dreamers use their gifts to change the world.
We hire people who are motivated by our mission and passionate about creating positive change. Our team is remotely distributed; we care more about your work-ethic and attitude than your location.
At Marie Forleo International, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative experiences that improve the way people live, learn, communicate and grow. We’re proud to be an equal opportunity employer and we firmly believe that our work is best when everyone feels free to be themselves.