Member Success Specialist

Project Overview

The Institute for Luxury Home Marketing is seeking a contractor to play a vital role in serving and supporting our members and prospective members. Our Member Success Specialist is crucial in frontline customer support, ensuring real estate agents and brokers receive prompt, courteous, and accurate communication. They handle a broad range of customer inquiries, proactively connect with members, and report back on customer feedback. From enrolling customers in our training courses, to helping them utilize their member benefits and navigate our back-end system to ensure records are accurate and up to date, you will provide best-in-class customer experience and assist us in creating customers for life!

Project Approach and Scope

Daily and Weekly Activities

Role Description

As a Member Success Specialist, you will:

· Serve as the primary contact for Members by responding to inquiries and providing prompt, warm, accurate, and personalized communications that build relationships with Members

· Provide support during standard working hours (9am-5pm, Central Time)

o Communication methods include phone, email and virtual meetings

· Provide high-touch, personalized service to ensure member satisfaction and retention

· Troubleshoot member inquiries and coordinate with internal teams to resolve issues

· Maintain accurate Member records and track interactions in our CRM system

· Proactively identify opportunities to improve the Member experience

· Make outbound calls to prospective members and existing members to enhance engagement and provide additional support

· Assist with additional tasks and projects (both short and long-term) as needed

o This may include utilizing reports to update Member information, cleaning up Member data and manually updating accounts as needed

o This may also include projects that support teams outside of Membership

Skills and Experience Required:

Technical Skills:

· 1-2 years of experience working in a customer service environment and handling customer questions or issues.

· Microsoft Office Suite (Word, Excel, Teams)

· Experience with Virtual Meeting Platforms (Zoom, Microsoft Teams)

· Experience with data entry

· Strong written and verbal communication

o Including proofreading skills to avoid grammar and spelling errors.

· Ability to learn new technologies and processes quickly

· Experience with project management tools (i.e. Microsoft Planner, Asana, Trello, Monday.com, etc.)

· Bachelor’s Degree preferred

Soft Skills:

· Ability to build rapport with diverse groups of people and a wide range of communication styles

· Excellent verbal and written communication

· Strong attention to detail

· Excellent time management skills

· Sound judgement in understanding when and how to escalate problems and issues

· Ability to remain calm under pressure

· Passion for helping people

· Commitment to continuous improvement and professional development

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the role description. Research has shown that women and people of color may be less likely to apply to roles unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

Job Type: Contract

Pay: $20.00 - $25.00 per hour

Expected hours: No more than 40 per week

Benefits:

• Work from home

Work Location: Remote