Member Experience Specialist (PT)

The National Society of Leadership and Success 

Imagine a community of students taking action toward their dreams and living happier lives. In this world, people are so fulfilled they reach out and positively contribute to the lives of others. That’s who we impact, and that’s what we are building. Want to be a part of it?

To determine whether you'd be a good fit, ask yourself…

• Would you like to go to work each day knowing that you are using your talents to help others and better the world?
• Are you inspired by the thought of positively impacting tens of thousands of students each year?
• Are you ready to work in an organization that is rapidly growing and embraces change?
• Would you like to work with people whom you respect and can learn from every day?
• Do you desire to work for an organization that cares about your growth, where your own drive and interests help you create your own future?

Our guiding question is: “Are we helping the greatest number of people in the greatest possible way?" Are you inspired? Let’s change the world together.

Overview:
The Member Experience Specialist will join a team of 100+ purpose-driven staff members in a friendly, focused, fast-paced entrepreneurial environment.  The National Society of Leadership and Success (NSLS) is the largest accredited leadership honor society in the United States, with over 800 chapters and more than 2 million members.

This position will report to the Team Lead as a part of the Member Experience Team and will focus on supporting all prospective and current NSLS members. We follow the CARE philosophy, ensuring that we’re all connected, attentive, responsible, and enthusiastic in all interactions. We aim to exceed expectations and move beyond transactional service.  

Job Type:

• Part-time hourly position (approx. 25 to 30 hours per week during busy season).
• • Busy season: January, February, March, April, May, August, September, October 
  • Slow season: June, July, November, December 
• Hours are scheduled based on business demand and may fluctuate to cover incoming volume. Part-time Member Experience Specialists typically average 25-30 hours for the year.  

Responsibilities:

• Provides exceptional customer service to our NSLS members via live chat, WhatsApp, phone, text, email, and follows the team's CARE philosophy
• Meets or exceeds scorecard metrics, which include, Customer Satisfaction Scores, Call Quality Scores, and 48 HR Service Level Agreements
• Handle numerous customer inquiries promptly, accurately, and efficiently in multiple queues/skill sets
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions/alternatives within the time limits, and follow up to ensure resolution
• Maintain a knowledge base of the evolving products and services

Qualifications:

• 3-5+ years of customer service experience
• Bilingual (English and Spanish)
• Track record with achieving/exceeding quotas and/or metrics
• Must have highly reliable, consistent internet service
• Able to type 50+ words per minute with 90% accuracy
• Computer savvy, experience with HubSpot is a plus
• Excellent interpersonal communication skills, verbal and written
• High school or general equivalency degree

The National Society of Leadership and Success is an equal opportunity employer that is committed to diversity, equality, and inclusion.

Visit nsls.org to learn more.