Temporary Bilingual Member Support Representative - Mandarin (4-month contract)

Yoga Alliance
Sterling, VA
Dec 01, 2021
Dec 03, 2021
Full Time
Position Title: Temporary Bilingual Member Support Representative - Mandarin (4-month contract) Location: Remote Pay Rate: $24 per hour Type: 4-month contract Yoga Alliance (YA) is a global, independent member organization that advances the development and livelihood of yoga professionals and advocates for safety and accessibility in yoga. A related public charity, the Yoga Alliance Foundation (YAF), is an emerging field leader in yoga-based social impact dedicated to increasing access to yoga for populations that have traditionally been under-served, underrepresented, and marginalized in/by it. We envision a world in which our collective wellbeing and human consciousness is elevated through equitable access to high-quality teaching and practice of yoga. Together, these two organizations support yoga teachers to more fully grow into their role as leaders in their communities. YA supports yoga teachers growth as professionals. YAF develops vehicles for direct social impact, such as programs that enable those professional teachers to serve within communities that have typically been excluded from yoga. YA and YAF (YA/F) were founded to promote unity in yoga so that all lineages, traditions, and yoga organizations may thrive, and all students may benefit from the gifts of yoga in the way that suits their needs best. We do this work so that the gifts of yoga can be offered safely and effectively to all. We are currently seeking a Temporary Bilingual Member Support Representative for Mandarin to join our team. WHAT YOULL DO Youll serve as Yoga Alliances first point of contact by responding to incoming questions by phone and email. Youll be responsible for providing education and information about the Yoga Alliance credentialing system, policies, benefits of membership, account navigation, and more. Youll also engage in proactive community outreach to support membership satisfaction and retention including supporting community conversations in Mandarin. You must be comfortable using technology platforms such as Microsoft Office, databases, ticketing systems, Association Management Systems, and/or Customer Relationship Systems. Responsibilities: * Provide high quality, personable, friendly, and professional customer service to respond to member needs and concerns * Exhibit excellent verbal and written communication skills * Develop, draft, and share responses that align with Yoga Alliances culture, brand, and writing style guide * Assist members with navigating the Association Management System to register, renew, submit continuing education, access benefits, and more * Translate email communications and membership related correspondences for members in Chinese * Relay accurate information to educate the community about Yoga Alliance standards, policies, member benefits, and initiatives in Mandarin * Express complex concepts in a clear, diplomatic, and tactful manner * Remain positive, composed, and professional while working with members in a fast-paced environment * Act as a Tier 1 help desk agent to help members interact with our technology system * Take initiative to complete tasks and determine solutions to solve problems * Work in a collaborative team environment as a leader to solve problems and remain flexible in a dynamic environment for an organization that is experiencing growth and positive change * Support and address complex matters and member escalations. * Report trending member interactions to management to help streamline the membership process to better serve our members. WHAT YOU HAVE * Bilingual ability to speak and comprehend Mandarin and English and the ability to write in Chinese and English * 2-4 years of work experience in customer service-oriented industry such as membership, retail, or hospitality * Superior oral and written communication skills * Experience with responding to emails and phone calls for a business to align with an organizational writing style and brand * Excellent listening skills * Strong interpersonal and leadership skills and the ability to build positive working relationships * Excellent technology skills: Microsoft Office, databases, software programs, tracking logs, AMSs, and CRMs * Experience with writing articles or blogs for a business or experience with working in communications, marketing, and/or public relations * Desire to support the yoga community and has an appreciation of yoga * Routinely exceeded regular performance goals and metrics * Ability to de-escalate difficult conversations. OTHER THINGS ABOUT US Our organizational values are Unity, Integrity, Inquiry, Equity, and Seva (Service). We are actively building a culture of employee empowerment, responsible stewardship, mutual respect and trust, and work/life balance. Specific contractor benefits include: * Competitive pay * Remote work capability Yoga Alliance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. by Jobble