Member Engagement Specialist I (Bilingual) - (Remote)

Guild Education · Remote

Company

Guild Education

Location

Remote

Type

Full Time

Job Description

For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 28 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

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At Guild, we uphold our Core Values in everything we do.  Our team emphasizes our Core Values in the following ways:
  • Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
  • Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
  • Be an Owner - holding self and others accountable to meet commitments
  • Create Belonging - recognizing the value that different perspectives and cultures bring to our company

Guild Education is hiring Member Engagement Specialist I (Bilingual) to be a part of our Member Operations team. In particular, we are looking for individuals who have attention to detail, a good work ethic, and the ability to be flexible in a constantly evolving environment. The ability to communicate in Spanish and effectively work cross-functionally with the team and leadership is also critical to being successful!

As Member Engagement Specialist I (Bilingual), you will: 

  • Proactively reaches out to members that need support troubleshooting or getting unstuck in multiple parts  of the member journey.
  • Participate in new client launches and expansion of benefit relaunches as needed.
  • Proactively communicate a program(s) overview to help members/learners gain perspective about their benefit, employer’s policy, program options, and technical issues via outbound ticket resolution via phone and email.  
  • Participates in pre-scheduled appointments to convey understanding of benefit programs, eligibility, application decisions, etc.
  • Maintain minimum service level standards including time to first response, customer satisfaction, and compliance via cases and live channels.
  • Diagnose, prioritize, and advance unique learner issues for continued support in a timely manner
  • Adhere to and implement any existing processes, best practices and measurements of success
  • Use various tools like, Salesforce, Guru, and Looker to better engage with our members and learners

You are a strong fit for these roles if you have:

Required Competencies

  • Ability to support Spanish speaking members
  • Strong attention to detail and organization
  • Excellent written and verbal communication skills
  • 3-12 months experience in a customer service or operations role
  • Ability to positively reflect Guild Values and communicate effectively while under pressure
  • Ability to understand the importance of data within your role
  • Positive demeanor while navigating a changing and ambiguous environment
  • Aim to meet both internal and external deadlines, including partner specific Service Level Agreements
  • Ability to synthesize and explain sophisticated information in an easy to understand manner

Preferred Competencies

  • Familiarity with using multiple CRM tools (such as Zendesk, Salesforce, etc.) 
  • Familiarity with using synchronous communication tools (Five9, Service Cloud Voice, Zendesk Chat, etc)

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including an hourly rate of $25.00 - $27.00, as well as company stock options. 

#LI-HR1

At Guild, we unlock the talent and economic potential of America’s workforce for employees and their companies. We partner with the nation’s largest employers—including Walmart, Chipotle, Discover, Hilton, Macy’s, Target, and The Walt Disney Company—to create cultures of opportunity that help them attract and retain top talent, while building the workforce of the future from within. By using our proprietary Career Opportunity Platform to develop education and learning programs that work in the real-world, thousands of employees at those companies have gained the skills, knowledge, and guidance they need to build a brighter future for themselves and their families—all without paying for tuition or career services on their own. 

Guild is female-founded and a certified B Corp. The company has been named to the TIME100 Most Influential Companies of 2022 list, CNBC Disruptor50 list three years in a row, Inc. Best Led Companies list, Fast Co. World Changing Ideas list and the B Lab Best for the World list among many others. 

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for the future
  • Open vacation policy for employees to rest and recharge
  • 8 days of fully-paid sick leave, to take the time to heal and or recover
  • Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.
  • Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
  • Education benefits and tuition assistance to help your future development and growth

Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots.  We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine. Accommodations or exceptions can be requested for medical or religious reasons. 


PRIVACY NOTICE

I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application.  I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process.  Guild may share my information with such third-party service providers in connection with my application and for the start of employment.  Guild will treat my information in accordance with Guild’s Privacy Policy.

I have reviewed and agree to Guild’s Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process.

Apply Now

Date Posted

11/16/2022

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