Member Experience Agent 1

Aduro Redmond , WA 98052

Posted 1 week ago

We are looking for Part Time Member Experience Agent to join our collaborative and fast-paced Member Experience Team. The Member Experience Agent 1 is responsible for resolving member facing queries, complaints, and issues. This role reports to the Member Experience Manager and is the front line of our Member Experience team. These agents provide product expertise, concierge-level service, and are vital to identifying new issues. This isn't a job to show up to, it's an opportunity to make a difference!

If you thrive on finding solutions and making a difference, then this role might be a great fit for you!

Who we are
Aduro is a Human Performance company, existing at the intersection of well-being and performance. We unlock human potential in the workplace by providing expert coaching, interactive content, meaningful incentives and personalized insights in a fun, inspiring way. This helps to ignite cultures, create inclusivity and build social connections that promote growth and flourishing of people in life and work.

Responsibilities

  • Provide phone, chat, text, and email support to users of Aduro services and products
  • Collaborate with Member Experience and other teams to resolve all inquiries in a timely fashion
  • Demonstrate high level of engagement with users contacting the Member Experience team
  • Triage tickets that fall outside of expertise, and route to the appropriate team(s)
  • Meet (or exceed) all Key Performance Indicators (KPIs), as defined by the Member Experience Manager
  • Provide meaningful and insightful feedback on Aduro products, services, and processes
  • Support other incoming team members
  • Contribute positively to the overall company culture and values
  • Additional duties as assigned

Requirements

  • High school diploma or equivalent
  • 1-2 years of experience in a customer service or support role
    • Experience with Wellness, Healthcare, Benefits, or Technology industries a plus
  • Proven ability to navigate a computer and the internet with confidence and expertise
    • Typing speed of 45+ WPM with at least 95% accuracy
    • Proficiency in Microsoft Office Suite
    • CRM ticketing system (Zendesk, Salesforce, etc.) experience is a preferred, but not required
  • Advanced oral and written communication skills, with the ability to tailor communication style and interact with multiple user types and audiences
  • Demonstrated ability to learn quickly and stay current on changing product features and services
  • Positive, self-starter attitude and desire to exceed expectations at every opportunity
  • Ability to personally manage and maintain regular, reliable attendance and schedule adherence
  • Flexibility to work varied shifts between the hours of 5AM-7PM Pacific Time and some intermittent weekend hours
  • Proficiency in speaking, comprehending, and writing English is required. Bi-lingual Spanish speaking and writing skills are a plus
  • Ability to multi-task, prioritize, and manage time effectively to meet deadlines and support SLAs

Benefits

For part time employees Aduro offers sick time, 401k plans with company match, student loan repayment support and discounted pet insurance.

Location. Our beautiful office is situated in the heart of Redmonds vibrant downtown retail district. Within blocks, you can grab coffee or pop into one of many restaurants around the corner. Our office was custom designed with an outdoor patio that gets plenty of use in the warmer months (including a Bocce ball court which we utilize during the summer for a company-wide tournament).

Community. We are avid Zoom collaborators until we can be together again in our office space. Our community fosters collaboration, so be ready to converse and let ideas percolate! Aduro believes diversity is a necessary element to our success as a business. We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives and skills; we want you to bring your verve!

Food + Beverage. When we are in the office, our kitchen is stocked with delicious, healthy food and beverages to keep snack attacks and coffee cravings at bay. And when the afternoon calls for it, we have the makings for a fun-filled happy hour.

We, at Aduro, LLC. pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation or religion. Aduro, Inc. values diversity in our team and is committed not only to our legal obligations, but also to the positive promotion of equality in all aspects of employment: Aduro, LLC. is an EEO employer.

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Member Experience Agent 1

Aduro