Virtual Member Associate

VALUES: Dog First. One Pack. Bring Love. Seek Growth. Make A Difference.

ABOUT THE POSITION
The Virtual Member Associate (VMA) is a key position at Scenthound, focused on customer outreach and administrative excellence. The VMA is one of the critical initial touch points that sets the tone of the customer's overall experience. Every customer interaction needs to be treated with the utmost care.

This position requires:
- Sales experience and confidence
- Customer service experience
- Computer/Technology proficiency specifically in navigating CRMs and VoIP
- Reliable Internet Access
- High English proficiency

WHO WE ARE LOOKING FOR
A successful VMA is energetic, reliable, and process oriented! We are looking for motivated tea ---------- mbers who want to help provide superior customer service to dog parents.

TASKS
- Call prospective membership leads by utilizing our CRM system and VoIP (~50 leads in 1 hour)
- Answer phone calls, schedule customer appointments, manage customer profiles and records including data entry into a customer profile and obtaining rabies vaccination records
- After a customer visit, conduct customer satisfaction calls and check-ins
- Multitask across multiple windows and tools simultaneously (CRM, VoIP, scheduling software, text/SMS)
- Pick up and manage inbound phone calls while handling open task windows

SKILLS AND ABILITIES
Core Customer & Sales Skills:
- Customer Service / Customer Satisfaction Follow-ups
- Appointment Setting
- Outbound Sales / Cold Calling
- Customer Retention

Tech & Multitasking Skills:
- CRM Management (navigating leads, updating customer profiles)
- VoIP / Phone Systems
- Multitasking (managing multiple windows and tasks simultaneously)
- Data Entry
- Computer Proficiency / Tech Savvy

Communication Skills:
- Verbal Communication (phone etiquette, tone, confidence)
- SMS / Text Communication
- Active Listening

Admin & Organization:
- Time Management
- Scheduling / Calendar Management
- Attention to Detail
- Record Keeping / Documentation
- Accountability

BENEFITS
- Bonuses based on achieving performance goals
- Merit-based pay increases