Member Support Phone Specialist I (Remote)

At Guild, we believe talent is everywhere and that opportunity should be too. We continue to have our home and headquarters in Denver, but we have embraced a distributed model of working to reach the best talent in the United States. While some roles may require proximity to our Denver office, roles based outside of our Denver office can sit in any of the following 30 states: AZ, CA, CO, CT, FL, GA, ID, IL, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. 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.

Our Team Emphasizes Our Core Values In The Following Ways

At Guild, we uphold our Core Values in everything we do.

• Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
• Create Belonging - recognizing the value that different perspectives and cultures bring to our company
• 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

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

Please Note: This is a full-time and remote customer service opportunity. Based on business needs, you will be assisting members primarily on inbound phones. 5-day workweek which may include weekends and some holidays, typical 8hrs per day / 40hrs per week role with eligibility for overtime. Shifts for this role are scheduled between 7 am-7 pm MT every day of the week and vary based on need.

As Member Support, You Will

• Maintain minimum service level standards including productivity and compliance via inbound phones for various employer partners
• Support various employer and academic launches while maintaining existing partnership expectations
• Diagnose, prioritize, and advance unique learner issues for continued support in a timely manner
• Use various tools like Salesforce, Guru, and Looker to better engage with our members and learners
• Adhere to and implement any existing processes, standard methodologies, and measurements of success
• Respond to inbound learner questions about their benefit, employer’s policy, program options, and technical issues via inbound phones

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

Required Competencies

• Ability to develop positive relationships and communicate effectively while under pressure
• Positive demeanor while navigating a changing and ambiguous environment
• Strong attention to detail and organization
• Strive to meet both internal and external deadlines, including partner-specific Service Level Agreements
• Excellent written and/or verbal communication skills
• Ability to understand the importance of data and metrics within your role
• Ability to synthesize and explain sophisticated information in an easy-to-understand manner
• 1-2 years experience in a customer service or operations role

Preferred Competencies

• Current and/or previous experience in an inbound phone contact center
• Familiarity with using knowledge management tools (Guru, Confluence, etc)
• Familiarity with using multiple CRM tools (such as Salesforce)

Want to learn more about this specific position? Check out our FAQ linked here!

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 ($52,000/yr), as well as company stock options.

This is considered a “Covered Role” under the Department of Education’s Ban on Incentive Compensation. Your compensation will not be established or changed, directly or indirectly, based on your success in enrolling students or the management of those activities by those who report to you.

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.

We Currently Offer The Following Benefits

Guild 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.

• Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
• 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
• 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.
• Education benefits and tuition assistance to help your future development and growth
• Open vacation policy for employees to rest and recharge

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.