We’re seeking a Member Success Team Lead with a strong customer service mindset who thrives on elevating the customer experience. In this role, you’ll be part of leading the way to legendary customer service by:
handling urgent, VIP, and complex inquiries that are received via email or phone.
being the go-to person for our customer experience specialists. You’ll help them resolve complex member issues and questions by providing guidance and support.
identifying and tracking customer friction points. You’ll identify areas for improvement and champion new ideas to create exceptional customer experiences.
evaluating and assigning Zendesk tickets to our customer experience team. You’ll monitor activity ensuring tickets are followed up on and resolved accurately and in a timely manner.
collaborating with our knowledge solutions team when tickets are related to our learning management system.
updating and maintaining the email templates/macros we use for responding to customers.
assisting the customer experience manager in gathering metrics and data to measure the efficiency and effectiveness of our customer and member interactions. You’ll also monitor our service level agreements and review and update department processes and procedures.
being the master of escalation resolutions, ensuring we exceed our customer expectations.
What we can offer you
If you’d like to be part of an organization that is far more than just a place to work, then IREM is the organization for you. We’re committed to providing our team members with a space they can show up and be their true authentic self. We genuinely care about our team members as individuals, and it shows. We’re committed to providing a culture that embraces gratitude, authenticity, and flexibility. If you want to devote your talents and skills to making a difference in the lives and careers of the people we serve, then we are the place for you!
Our hybrid work schedule allows for team members to balance their personal and professional lives. We come in to the office 1 – 2 days per week to connect and collaborate! For this reason, we can only consider candidates from the Chicagoland area.
In addition to your salary, you'd have the opportunity to enroll in our generous benefits which include medical, dental, and vision as well as 100% company-paid disability and life insurance. After one year of service, you'll be eligible to participate in our 401(k) and pension plans!
Let your skills shine
We’re looking for self-starters who take enormous pride in a job well done and go above and beyond to support others. We’d like you to have an Associate’s degree and/or at least three years of experience working in a member-facing or customer relations role that had you using a CRM system. If you’ve worked in a member support/service role in an association and/or have experience collecting and organizing data for reporting purposes, we’d like to talk to you!
We are an international force of 20,000 individuals united to advance the profession of real estate management. Through training, professional development, and collaboration, we support our members and others in the industry through every stage of their career.
We believe in our people, and we provide the tools they need to succeed. We open doors, we forge connections, and we help show the way forward. Backed by the power that comes with being an affiliate of the National Association of REALTORS®, we add value to our members, who in turn add value to their teams, their workplaces, and the properties in their commercial and residential portfolios.
Our memberships empower college students, young professionals, and industry veterans who are committed to career advancement. Earning our credentials, including the CPM, ARM, ACoM, and AMO, demonstrates a commitment to, and passion for, good management. These credentials, along with our courses and array of resources, all exist with one goal in mind – to make a difference in the careers of those who manage.