Member Services Associate

Baltimore-based Stansberry Research is looking for an outgoing Member Services Associate to join a team of talented, passionate employees dedicated to serving and delivering world-class support to our subscribers.

The best Member Services Associates are genuinely excited to help new and existing customers. They are patient, empathetic and knowledgeable. Problem-solving comes naturally. They are poised in their ability to retain existing members and/or suggest additional services. Associates will work as valued team members to tackle phone and email queues and are confident in troubleshooting and investigating if they don't have enough information to resolve customer inquiries. Some of the more common inquiry topics include navigating the company website, general account questions, resolving billing inquiries and answering questions around promotions or existing services. The mission is to support customers' needs in a way that promotes our Company's excellence.

This position will be on-site and based in our Baltimore HQ.

Maximize customer experience by fielding in-bound calls as assigned in the phone queue
• Answer customer e-mail inquiries as assigned
• Manage time effectively by prioritizing urgent tasks
• Provide top notch, friendly and knowledgeable service to subscribers and potential subscribers. Handle all customer interactions professionally, respectfully, patiently, and cooperatively
• Maintain a high-level knowledge of products, campaigns, and promotions to engage in productive conversations with subscribers/potential subscribers. This involves reviewing manager/publisher/marketing communications, studying and reviewing notes and staying intimately familiar with the website layout and content
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment
• Make active efforts to generate sales to current or potential new subscribers. Encourage customers to consider additional services and/or recognize the worth in current service(s) as a part of our value-added approach. Prior sales experience is not required
• Maintain department standards with regard to service levels, call/email quality, call/email volume, retention and sales
• Work collaboratively with colleagues as a dependable member of the team

• Bachelor's Degree; or in lieu of degree, previous customer service experience is accepted
• Basic understanding of and genuine interest in finance and investing is preferred
• Self-starter with a positive attitude
• Excellent time management and interpersonal skills. Ability to remain professional at all times
• Able to be consistently prompt and reliable to maintain appropriate staffing level
• Exceptional oral and written communications skills, including the ability to speak clearly and understand the speech of others
• Able to answer a high volume of customer calls, e-mails as assigned, and handle multiple tasks simultaneously
• Able to exercise sound judgement and provide quality customer service in high pressure situations
• Able to build rapport with customers and colleagues
• Able to learn the company's product offerings through training and relay information and options to customers as appropriate
• Sedentary work that primarily involves sitting/standing
• Visual acuity for reading and using the computer
• Ability to hear
• Ability to freely move about the office
• Ability to use the phone/computer/keyboard/mouse/general office equipment for extended periods of time
• Ability to communicate with others in order to exchange information
• Fluency in the English language

About Stansberry Research

At Stansberry Research, we thrive on new ideas and the entrepreneurial spirit. Naturally, we always look for explorers and innovators. If you are interested in a career where your ideas won't only be heard but rather celebrated, we'd like to hear from you.

Founded in 1999 and based in Baltimore, Maryland, Stansberry Research is the largest independent source of financial insight in the world. It delivers unbiased investment advice to self-directed investors seeking an edge in a wide variety of sectors and market conditions.

Stansberry Research has nearly two dozen analysts and researchers - including former hedge-fund managers and buy-side financial experts. They produce a steady stream of timely research on value investing, income generation, natural resources, biotech, financials, short-selling, macroeconomic analysis, options trading, and more.

The company's uncompromised insight has made it one of the most respected and sought-after research organizations in the financial sector. Stansberry Research has nearly 1 million readers and more than 250,000 paid subscribers in well over 100 countries.

Our Commitment

As an employer committed to equal opportunity and a diverse workforce, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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