Member Experience Agent

Job Description

Job Description

Description:

Member Experience Agent

Location : Provo, UT 

Department : Member Experience

Salary Range : $21-$25 per hour (DOE)

Classification : Non-Exempt

Reports To: Member Experience Team Manager

Status : Full-Time (Mon-Fri)

About the Role:

We are seeking a skilled, service-minded Member Experience Agent to be the ongoing voice of PRIME for our members. This is a client-facing role for someone who thrives on working directly with entrepreneurs and business owners, helping them understand our products and services and making every interaction a great experience.

You’ll manage support tickets, handle inbound and outbound calls, and follow up through email, text, and chat. You’ll take ownership of each interaction, keep members informed about what happens next, and coordinate with our onboarding, accounting, and tax teams to move requests forward.

This is not a bookkeeping position, and you don’t need to be an accounting expert, but you do need to pick up financial and tax terminology quickly.

What You’ll Do:

• Ticket Ownership: Own member tickets and service requests from first response through resolution or a documented handoff, following up until the next step is clear and complete.
• Inbound & Outbound Outreach: Handle inbound calls and make outbound calls, emails, and texts to answer questions, request missing documents, share status updates, and prevent avoidable delays.
• Multi-Channel Support: Support members across phone, chat, email, text, and ticketing systems with a professional, helpful tone in every channel.
• CRM Accuracy: Keep CRM records current, including interaction notes, commitments, document status, next steps, and follow-up dates.
• Clear Explanations: Explain document requests and routine process steps in member-friendly language while learning our finance, bookkeeping, and tax terminology.
• Smart Escalation: Recognize when a question requires accounting or tax expertise and route it promptly with a concise, useful summary rather than guessing or giving unauthorized advice.

Why Prime?

Who we are:

Remember when every step of launching your dream felt like a mountain? Debt loomed, the tax code was a cryptic puzzle, and building a rock–solid foundation seemed impossible. PRIME Corporate Services was forged from that very struggle - by entrepreneurs who knew there had to be a better way.

We are not just a faceless firm; we are a co-pilot for founders, operators, and business builders navigating the chaos of growth. We help cut through red tape, simplify complex systems, and help entrepreneurs structure their business for long-term financial freedom.

From entity structuring to tax strategy to business credit and funding, we don’t just protect businesses - we help to scale them. Our team partners directly with high-growth entrepreneurs and affiliate partners to drive measurable outcomes; more leads, more revenue, and stronger businesses.

We deliver expert guidance and exceptional service at every stage of the business journey.

Our Mission: We aim to serve, advise, and support entrepreneurs every day.

Why You’ll Love Working Here:

• Impact at scale: Your work will shape the experience of thousands of entrepreneurs working with PRIME.
• Autonomy + Accountability: You’ll be trusted to lead, experiment, and deliver results — no micromanagement, just momentum .
• Collaborative Culture: You’ll work alongside creative thinkers, engineers, and business leaders who care deeply about customer success and innovation.
• Modernization Mission: You’ll play a key role in bringing advanced tech, analytics, and discipline to a growing organization — setting the foundation for the next generation of PRIME’s digital ecosystem.

Benefits & Perks

• Competitive Compensation + performance based bonuses
• Comprehensive Health Coverage - Medical, dental, and vision
• Paid Time Off - Generous PTO, sick days, and paid holidays
• 401k with Company match (we match up to 4%)
• Parental Leave - Paid leave for new parents
• Impact-Driven Culture - Small team, big mission
• Gym Pass - Company sponsored access to local gyms
• Free soda and snacks
• Discounts on Cellular/Wireless bills
• Robust Employee Resource Program with tele-health and more

What You Bring:

You are a natural communicator with a service mindset and a strong sense of ownership. You follow through, manage competing priorities, and keep members informed instead of waiting for them to ask again.

• Communication: Clear, professional written and verbal communication; you adapt to different personalities and explain unfamiliar processes without jargon.
• Ownership & Follow-Through: You manage competing priorities and see every request through to a clear next step.
• Quick Learner: The ability and motivation to learn finance, bookkeeping, banking, and tax-document terminology quickly.
• Attention to Detail: Strong judgment, organization, and time management in a fast-moving environment.
• Coachability: Comfort working to defined KPIs and conversation-quality standards, receiving coaching, and following documented processes consistently.
• Discretion: Professionalism when handling confidential business and financial information.

Requirements & Qualifications:

• Experience: 2+ years in customer service, client support, a contact center, account support, or another role requiring regular customer interaction and follow-through.
• Technology: Strong computer skills and the ability to move confidently among CRM software, phone-center tools, ticket queues, chat, and email while keeping records accurate.
• Education: High school diploma or GED; coursework in business, accounting, or communications is a plus.
• Preferred Experience: Experience in a contact center, help desk, or CRM-driven service team; exposure to accounting, tax, banking, or other financial services; and experience supporting small-business owners or entrepreneurs.
• Outside Training: None required.

How Success Is Measured:

Performance is measured by productivity, follow-through, accuracy, and member experience, including ticket response and resolution time, follow-up completion, call responsiveness, member satisfaction, QA scores, CRM accuracy, and workflow adherence. Success means members feel heard and know what happens next, documents are collected with fewer repeat contacts, and accounting and tax teams receive clear, complete handoffs.

Physical Requirements:

The work environment characteristics and associated physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. 

• Prolonged periods of sitting at a desk, working on a computer, and taking phone calls
• Must be able to lift 25 pounds periodically
• Must be able to access and navigate each department at the organization’s facilities
• Travel (less than 10% annually) may be required for sales support, training, and/or professional development