Senior Member Support Specialist

WW Service Hub/ Call Center Overland Park, Kansas


Description

Position at WW (formerly Weight Watchers)

Senior Member Support Specialist
Description
Position at WW (formerly Weight Watchers)
WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods
they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all. To learn more about WW and jobs with a purpose, visit www.ww.com/careers .
Job Summary:
The role of the Senior Member Support Specialist is to provide guidance, support and motivation through our telephone, online chat and email service channels. Assisting members with product, membership, technical support, billing inquiries and member retention as well as resolving various escalation issues.
Job Responsibilities:
● Leverages all interactions to encourage member retention, ensuring interactions are
aligned to WW Brand standards
● Delivers excellent experience to drive member referrals and retention
● Cultivates member engagement with WW program and tools and ensures member satisfaction
● Identifies members’ needs and goals through effective questioning skills and active listening to tailor recommendations of WW products and offerings and drive sales, seeking to understand and using knowledge to help build healthy habits
● Inspires and encourages members to build and adopt healthy habits and celebrates progress towards wellness and weight loss goals through genuine, caring interactions
● Establishes rapport with members through every interaction sharing relevant information, tools and knowledge
● Creates personalized experiences for each member by demonstrating flexibility and adaptability in response to the individual, through demonstrating active listening using an open approach, shows interest in every interaction by asking questions in a positive, non-judgmental way, seeking to understand the “why”. Uses effective questioning and active listening skills and holds meaningful conversations to understand members’
personal wellness and weight loss goals
● Has expert knowledge and understanding of WW tools and digital tools, including program materials, apps and technical tools, membership/studio offerings, and retail products
● Remains up to date and current on all WW training and products
● Performs other administrative and operational tasks as required
Job Requirements:
● Proficiency in G-Suite and/or Microsoft Office and web-based applications
● Superior organizational, communication, customer service, and time management skills
● Excellent interpersonal skills
● Excellent active listening skills
● Critical thinking skills and the ability to understand brand strategy
● Passion for WW Brand
● HS Diploma/GED
This job description is not intended to be an exhaustive list of all duties or responsibilities associated with the job. Other job-related duties may be assigned.
WW, International is an equal opportunity employer. WW, International does not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.