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Published 2023-02-01

Bilingual Member Engagement Specialist

Type of job: Remote
Country: United States
City: Foothills Ranch, California
Company: Immerse

Description of the offer

About the Member Engagement Specialist Position

Immerse is seeking a full-time Member Engagement Specialist who will be responsible for creating a welcoming and supportive environment for Immerse users (what we call ‘members’) by helping them become familiar with Immerse’s various subscription tiers, features, and virtual reality learning tools. This member engagement will occur directly in our virtual world, via desktop and through our Discord channel. In addition, the member engagement specialist will respond to inbound customer support tickets.

The best member engagement specialists are genuinely delighted to help customers. They’re tolerant, empathetic, and intensely communicative. They love to talk, but know when to listen. Member engagement specialists can put themselves in our Members’ shoes and advocate for them when necessary.  Problem-solving also comes naturally to member engagement specialists. They’re confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.

Member Engagement Specialist Responsibilities
  • Ensure Member satisfaction by delivering a high quality of customer service and following through to resolve issues.
    • Respond to inbound customer support tickets via email and chat
    • Troubleshoot basic technical issues
  • Professionally represent Immerse as a Host in our Virtual Welcome Lobby, called “The Commons’
    • Lead new Members through impromptu orientations
    • Socialize with Members in Spanish and English
    • Actively connect Members to other Members to encourage community engagement
    • Evangelize Immerse’s offerings to encourage conversion to paid membership tiers
  • Post welcome messages on Discord to introduce new Members met in the Commons
  • Keep records of customer interactions
  • Follow communication procedures, guidelines, and policies
  • Go the extra mile to engage Members
  • Bilingual in English and Spanish (B1 or higher)
  • High school diploma / GED
  • 2+ years of experience with customer support  or college education
  • Strong writing skills
  • Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • A quiet space to work from
Position Hours: Sunday-Thursday or Thursday-Saturday 4:00 PM – 12:30 AM EST

Learn more about out company here.

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