Member Services Associate

Member Services Associate

Baltimore-based MarketWise is looking for outgoing Member Services Associates to join a team of talented, passionate employees dedicated to serving and delivering world-class support to our subscribers.

The best Member Services Associates are genuinely excited to help new and existing customers. They are patient, empathetic, and knowledgeable. Problem-solving comes naturally. They are poised in their ability to retain existing members and / or suggest additional services. Associates will work as valued team members to tackle phone and email queues and are confident in troubleshooting and investigating if they don't have enough information to resolve customer inquiries. Some of the more common inquiry topics include navigating the company website, general account questions, resolving billing inquiries, and answering questions around promotions or existing services. The mission is to support customers' needs in a way that promotes our Company's excellence.

This position will be on-site Tuesdays, Wednesdays, and Thursdays and remote eligible on Mondays and Fridays and based in our Baltimore HQ.

Key Responsibilities :

• Maximize customer experience by fielding inbound calls as assigned in the phone queue
• Answer customer e-mail inquiries as assigned
• Manage time effectively by prioritizing urgent tasks
• Provide top-notch, friendly, and knowledgeable service to subscribers and potential subscribers. Handle all customer interactions professionally, respectfully, patiently, and cooperatively
• Maintain a high-level knowledge of products, campaigns, and promotions to engage in productive conversations with subscribers / potential subscribers. This involves reviewing manager / publisher / marketing communications, studying and reviewing notes, and staying intimately familiar with the website layout and content
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment
• Make active efforts to generate sales to current or potential new subscribers. Encourage customers to consider additional services and / or recognize the worth in current service(s) as a part of our value-added approach. Prior sales experience is not required
• Maintain department standards with regard to service levels, call / email quality, call / email volume, retention, and sales
• Work collaboratively with colleagues as a dependable member of the team

Qualifications :

What We Offer :

About MarketWise :

At MarketWise, we thrive on new ideas and the entrepreneurial spirit. Naturally, we are always looking for new people, explorers, and innovators. If you are interested in a career where your ideas will not only be heard but celebrated, we'd like to hear from you.

MarketWise started in 1999 with one brand and the simple idea to publish intelligent, independent, insightful, and in-depth investment research and treat the self-directed investor the way we would want to be treated. That simple idea worked and has guided our decisions ever since. Our companies provide our subscribers with the research, education, and tools that they need to navigate the financial markets.

Since our inception, we have evolved significantly, expanding into a comprehensive suite of diversified investment research products and solutions from various financial research companies. Today, MarketWise subsidiaries offer research across various platforms, including desktop, laptop, and mobile devices such as tablets and cell phones.

We offer a comprehensive portfolio of high-quality, independent, and spirited investment research, as well as several software and analytical tools, on a subscription basis. MarketWise's editors cover a broad spectrum of investmentsranging from commodities to equities, to distressed debt and cryptocurrenciesoffering 100+ products on multiple platforms through 7 customer-facing brands.

Our Commitment :

As an employer committed to equal opportunity and a diverse workforce, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.