At the Exit Planning Institute (EPI), the Member Experience Representative plays a vital role in engaging Certified Exit Planning Advisors (CEPAs) and ensuring they feel valued and connected to the Exit Planning Institute (EPI) community. This individual and team are the frontline of member engagement, responsible for regular outreach, relationship building, and ensuring members understand and maximize their benefits. This position focuses exclusively on service, satisfaction, and retention which supports annual membership renewals. This role will be accountable for working with CEPAs and making sure they feel aligned, secure, and impressed with every interaction. This individual will also be responsible for items such as maintaining accurate customer records in the CRM System, overall quality control, customer satisfaction ratings, developing standard operating procedures related to the Membership Team, supporting the implementation of new products, building customer relationships, and understanding and analyzing customer needs. The Member Experience Representative is part of the Membership Team and reports directly to the Director of Membership. Key Responsibilities and Duties Successful completion of membership renewals at a 90% renewal rate by serving as a primary point of contact for member inquiries, providing timely and professional support, ensuring members are aware of benefits, resources, and opportunities available through EPI, and conduct regular outreach to CEPAs via phone, email, and virtual meetings to foster engagement and connection Obtain a 4.85 or higher on Annual Member Surveys. These surveys are to understand member satisfaction and engagement Track and report on key program metrics, such as satisfaction numbers, attendance and survey feedback and be able to analyze and make changes as needed based on metrics and feedback Assist in executing member communication campaigns and engagement initiatives Collaborate with colleagues across departments to ensure consistent and seamless member service Assist with incoming phone calls, emails, and tickets to resolve client issues and/or questions or connect to the appropriate individual(s) Maintain detailed, accurate records of client activity within the CRM system (HubSpot) Ensure that clients leverage our ongoing support, resources, and training Identify areas for improving the client experience and internal processes Manage performance goals to exceed customer expectations Support the implementation of new product rollouts Bachelor's degree preferred Experience in customer service or similar role required Strong phone skills required Excellent attention to detail Ability to multi-task, prioritize, and manage time effectively Excellent communication and presentation skills Punctuality Proficiency with Microsoft Office Suite as well as HubSpot or related CRM applications Excellent problem-solving skills Must be motivated and able to work with minimal supervision The ability to have a flexible schedule including some travel when necessary

Status:

Full time, Hybrid (8AM - 5PM; Monday, Tuesday, Thursday in office; Wednesday and Friday optional work from home) Starting salary: $77,000 - $83,000 plus bonus structures on key metrics Upon 90-day review Eligible to enroll in the EPI Insurance Program (Health, Vision, and Dental all available) Eligible to enroll in EPI's 401k program Eligible for use of Unlimited Paid Time Off