Member Success Agent

Position Summary

Dynata is the global leader in online data collection for the market research industry. Our Member Success Agents are responsible for delivering the best customer service to panel members participating in our market research surveys. The Member Success team fulfills a vital role in ensuring our members receive high-quality answers to their questions and become brand advocates.

The role of a Member Success Agent is to create a positive member support experience and build strong relationships with our members. Agents accomplish this through problem-solving, ensuring timely resolution and/or escalation of requests, communicating promptly on progress, and handling members with a consummately professional attitude across a range of support mediums. Our team’s goal is to ensure our panel members are being always provided with the highest levels of customer service.

Essential Duties And Responsibilities

These include the following. Other duties may be assigned at the discretion of management in the context of the role.

• Achieve or exceed required KPI goals.
• Support panel members across a range of support mediums, primarily through email.
• Achieve or exceed required KPI rating for member satisfaction.
• Perform end-user testing of panel websites and report findings to appropriate stakeholders.
• Research and perform fraud checks.
• Ensure escalated complaints and sensitive subject matters are resolved accordingly.
  
  

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty at or above the standards of the role. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Proficient communication skills in written and spoken English.

At least 3 months to 1 year back-office support experience (or similar) is ideal.

Basic knowledge of customer service principles and best practices.

Keen attention to details.

Basic organizational and time management skills.

Problem-solving skills and ability to adapt to customer needs.

Ability to work independently.

Proactive, motivated, and flexible team player, who is keen to work in a stimulating and fast-paced work environment.

Possess a positive attitude and enthusiasm.

Strive for continuous improvement and contribute to the success of the team.

Computer literate with experience with Microsoft Office apps, such as Teams, SharePoint, Excel, Word, and PowerPoint.

Willing to work onsite and overtime when needed.