Customer Service Representative for Paid Online Community

We are a content company that makes short-form/TikTok & Instagram videos for a social media brand within the business, entrepreneur, real estate niche. We have a Skool community full of entrepreneurs that pay a monthly membership fee to be a member of the community - this requires several tasks in order to ensure our members have a great experience and can receive help when needed regarding their membership or payment. We need someone to help us with these tasks during the Weekend Shift.

Please link or send any experience you have with this skill.

JOB REQUIREMENTS:

Education & Experience:
-- Previous experience in customer service or support roles, ideally in an online or community setting.
-- Bonus if you have experience with the Skool Platform

Technical Skills:
-- Proficiency in email communication and direct messaging platforms (e.g., Gmail, Skool DMs, Slack, Discord).
-- Familiarity with membership management software and payment processing systems.
-- Basic knowledge of customer relationship management (CRM) tools, specifically Google Sheets.

Communication Skills:
-- Can speak and write English fluently (REQUIRED)
-- Excellent written and verbal communication skills.
-- Strong interpersonal skills and ability to engage positively with members.

Problem-Solving Abilities:
-- Ability to handle inquiries and issues calmly and efficiently.
-- Strong critical thinking skills to address member concerns.

Time Management:
-- Ability to prioritize tasks and manage time effectively in a remote environment.
-- Flexibility to adapt to changing priorities and workloads.
-- Ability to handle many conversations and reply to them in an orderly fashion

Customer-Centric Mindset:
-- Passion for providing exceptional service and support to community members.
-- Empathy and understanding toward members' needs and concerns.

Additional Skills:
-- Coachable and willing to work with a team
-- Strong attention to detail
-- Able to follow instructions given from a video - we will be supplying you with training, word documents & processes on how to fulfil each of the responsibilities below.

JOB RESPONSIBILITIES

Member Support:
-- Respond to direct messages and emails from members seeking assistance with their memberships.
-- Provide clear, accurate, and friendly guidance to resolve member inquiries and issues.

Payment Processing:
-- Monitor and identify accounts with declined payment methods.
-- Send timely reminders via email and direct messages to members whose cards have been declined, guiding them on how to update their payment information.

Feedback Collection:
-- Reach out to members who cancel their subscriptions via email and direct message to gather feedback on their experience.
-- Document feedback for reporting and improvement purposes.

If you have made it this far reading the job description, please include the words "Purple Elephant" as a note or somewhere in your job application.

Refund Processing:
-- Handle refund requests from members promptly and professionally, ensuring compliance with company policies.
-- Communicate with members regarding the status of their refunds.

Onboarding New Members:
-- Send welcome direct messages to all new members upon joining, providing them with essential information about the community and how to get started.

Documentation and Reporting:
-- Prepare information on common inquiries and issues to identify trends and improve service delivery.

Working hours:
Saturday 10am-6pm EST American
Sunday 10am-6pm EST American