Member Support Associate

Member Support Associate

Nashville, Tennessee, United States

The MLC is committed to excellence, service and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

The Role

Type: Full-Time, Hybrid

Provide a best-in-class customer experience by anticipating the needs of our users and Members, multitasking with various customer inquiries received via support channels, escalating issues based on documented process flows, and representing The MLC as a frontline brand ambassador. We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential. Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

Qualifications

• One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred
• Experience with handling confidential and proprietary information
• Experience with data entry; with consistent accuracy and precision
• Excellent interpersonal communication skills; especially with conflict resolution
• Comfortable adapting to change, meeting evolving business needs, and using new technologies.

Essential Responsibilities

You will support critical customer support work by:

• Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
• Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
• Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required employee training and educational opportunities
• Efficiently leveraging all available resources, both internal and external, to meet customers' varied needs
• Listening to customer feedback and advocating for customer-oriented solutions
• Maximizing support platform technology to capture critical data and use for decisions
• Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
• Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues
• Working in a way that aligns with the core values of The MLC; with transparency, a service orientation, respect for diversity and a commitment to excellence

You will champion The MLC's culture by:

• Embracing The MLC's leadership values and applying The MLC's Guiding Principles to your team's work
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Building a dynamic team; mentoring team members; developing future leaders
• Inspiring others with your enthusiasm and humility

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION.