Customer Service Representative; Member Services

Description

Title:

Member Services Representative

Classification:
Non‑exempt

Department:
Member Services

Position summary:

To assist all staff, not just customers, in order to enhance growth. Member Services Representative will be the liaison between our company and its current and potential customers and members. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.

• Clerical support for all companies (reception, data entry, filing, correspondence, bank deposits, billing, receipting, mail distribution, reporting)
• Member Services for all companies including problem/resolution
• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying customers’ needs, clarifying information, researching every issue and providing solutions
• Seizing opportunities to upsell products when they arise
• Building sustainable relationships and engaging customers by taking the extra mile
• Keeping records of all conversations in our call center database in a comprehensible way
• Frequently attending educational seminars to improve knowledge and performance level
• Meeting personal/team qualitative and quantitative targets

Reports to Member Services Manager

• Computer literacy
• Phone and E‑mail etiquette
• Friendly demeanor
• Conservative values