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Member Experience Specialist

Company: Wild Alaskan Company
Location: Covington
Posted on: August 6, 2019

Job Description:

**PLEASE NOTE THAT WHILE THIS IS A REMOTE POSITION, YOU MUST BE BASED IN EITHER ALASKA, CALIFORNIA, OREGON, ILLINOIS, OR NORTH CAROLINA**DESCRIPTION OF ROLEYou are the face of Wild Alaskan 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- Collaborate with growth, product, operations and communications teams by reporting on member behavior, bugs and generating content derived from anecdotes and analytics- 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 meetingABOUT USWe deliver wild-caught, sustainably sourced seafood to households across the United States. 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.ABOUT OUR TEAMWe'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.

Keywords: Wild Alaskan Company, Covington , Member Experience Specialist, Other , Covington, Kentucky

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