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.

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, ---------- ).
-- 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 fro ---------- mbers 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 fro ---------- mbers 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.