Customer Experience Associate

About you

Do you love providing exceptional customer experiences?

Do you want to work remotely for a mission-driven, female-founded, fast-growing company?

Do you want to help change the world by giving women+ the financial peace and confidence they deserve?

We are looking for an experienced Customer Experience Associate to join our women-led team and be a key player in our organization – not only to grow our business but to grow our impact. We are looking for someone who believes in our mission, has heart, and is comfortable with very fast-paced growth.

This role is a top priority in the company. Why? Because everything we do at Dow Janes is for the sake of transforming the lives of our customers. We want them to feel valued, understood, and to trust us from the beginning, so that they can start their journey towards financial transformation feeling supported.

What You'll Do:

1. Tackle the Front Lines of Communication

• Serve as the primary point of contact for our customers, setting a positive tone and embodying the values of Dow Janes in every interaction.
• Manage high-volume communication channels with a focus on efficiency, empathy, and effectiveness. Prioritize tasks to ensure customer needs are met swiftly and accurately.
• Handle complex customer interactions with professionalism, demonstrating resilience and a solution-oriented mindset.
• Represent our co-founders, Britt and Laurie-Anne, in your communications, ensuring their appreciation and care are conveyed authentically.

2. Innovate and Troubleshoot with Confidence

• Address customer challenges with creativity and persistence, providing personalized solutions that enhance their experience.
• Utilize our digital tools to simplify processes for customers, making their interactions with our platform seamless and enjoyable.
• Collaborate with internal teams to resolve issues, escalate when necessary, and ensure follow-through on all customer concerns.
• Identify opportunities for process improvement and contribute to the development of new initiatives that drive customer success in collaboration with Customer Experience Leadership.

3. Drive Program Retention and Engagement

• Proactively monitor customer engagement within our programs, identifying at-risk members and implementing strategies to increase retention.
•  Utilize tools and processes’ that keep members connected and motivated, ensuring a high level of satisfaction and ongoing participation.
• Observe areas for increased customer engagement, and collaborate with leadership to implement relevant changes.
  

4. Excel in Community Engagement 

• Engage prospective customers with compelling, value-driven communication that highlights the benefits of joining our community.
• Facilitate community engagement by participating in discussions, encouraging participation, and creating a welcoming and inclusive environment for all members.
  

5. Show Prospective Customers Why We're a Community Worth Joining

• You want to contribute to as many women+ lives transformed as possible. You have a knack for turning prospective customers into Dow Janes members.
• You love seeing a rising conversion rate, hitting your goals and KPIs. You take pride in contributing to the company's growth.
• Your communication is quick, effective and driven with a sales mindset.

Your KPIs:

• Customer Satisfaction Score
• Webinar Conversion Rate
• Ticket Volume
• Ticket Response Time
• Program Retention

Who will you work with?

This department reports to Sabrina, our Senior Manager of Customer Experience. You will work closely with our Customer Experience Lead, and work alongside our growing team of exceptional Customer Experience Specialists and Associates!

Where will you work?

We work 100% remotely. Our work hours are 8am to 6pm Pacific Time, with some flexibility based on time zones.

This could be for you if:

• Your front of mind priority is to be of service to others - and you aim to please
• You love getting to inbox zero and want to take care of every last remaining question
• You are results-driven in your work; you take pride in overdelivering
• You love to hop on the phone and have a real voice to voice conversation with someone
• You are enthusiastic, uplifting, and approachable - you LOVE relating to people
• You are inspired to achieve big things; you are growth oriented and know how to close the sale
• You have an instinct for filtering through customer feedback and can identify which issues need to be escalated
• You are a strong written and verbal communicator
• You want to create positive, transformational and memorable experiences for people
• You are comfortable in a fast paced small-business. environment where priorities can change quickly.
• You prefer a work culture where there is direct feedback, high expectations, and people work well together

Diversity, Equity & Inclusion

Dow Janes is an equal opportunity employer and we value diversity at our company. Data shows that diverse teams are more innovative, make better decisions, and lead to greater employee engagement. When hiring, we look for people who will add a new perspective and bring different experiences to our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you do not meet every single qualification, we still encourage you to apply.

What does Dow Janes do and why?

Dow Janes is a company built by women, for women+. We’re on a mission to get more money in the hands of more women+ through financial education. We help women+ get out of debt, learn to save, and get invested.

Through step-by-step financial education curriculum coaching and community we support women+ on their financial transformation journey. We currently offer three programs: Million Dollar Year, Wealth Building Accelerator and Intentional Investing.

Dow Janes has grown 10x since it was founded in 2020 and we will grow another 10x over the next five years.

We believe that good things happen when women+ have money, and we see it happen every single day at Dow Janes.

Do you want to be on the frontlines and interact with these incredible women+ who are taking action to change their lives?

If you are beyond excited about creating exceptional experiences for our customers, and for enrolling them in their own potential for success, we look forward to talking to you!

Due to a large volume of applicants this job posting will close on October 23rd 2024. We look forward to hearing from you!

Please note: There are both employee and temp-to-hire options available for this position. Your offer may be one of these two choices depending on your experience and other factors.

Requirements

• 3+ years of Customer Experience/Service/Support experience
• Ability to work quickly in a very fast paced environment
• Strong written, communication, and empathy skills
• A thick skin and the ability to not take things personally
• Effectively articulate voice to voice conversations and be enthusiastic on phone lines
• Effective time management and the ability to work remotely
• Proficient in navigating Google Workspace, HubSpot, Zoom and Slack
• Ability to work in collaboration with other departments
• Ability to work weekends and in PST
• Bonus: 2 - 3 years of sales experience

Benefits

• Work from anywhere (we're 100% remote)
• Competitive compensation package includes:
• Salary: $60,000 - $70,000
• Health insurance reimbursement
• 100% coverage for vision, dental, and life insurance + disability  
• 401K + wealth building stipend
• Tech stipend
• 4 weeks PTO