Membership Support Professional II

Job Description

The Membership Support Professional II provides industry-leading member and customer service support by making outbound calls, answering inbound Tier I-II telephone and email questions, actively listening to members’ requests, and identifying the appropriate solutions. This person assists in the member renewal process, accepts credit card payments and assists with small-batch check processing. Our Membership Support Professional II works with a sense of urgency, identifies and troubleshoots member pain points, and escalates difficult member service issues to the Lead Membership Support Professional (III) and CS Manager.

This person is self-motivated and demonstrates accountability for own work. This person is also part of a high-performing, results-driven domestic and international Salesforce-centric team collaborating cross-functionally and sharing knowledge to ensure a seamless customer service experience.

The Membership Support Professional II provides industry-leading member and customer service support by making outbound calls, answering inbound Tier I-II telephone and email questions, actively listening to members’ requests, and identifying the appropriate solutions. This person assists in the member renewal process, accepts credit card payments and assists with small-batch check processing. Our Membership Support Professional II works with a sense of urgency, identifies and troubleshoots member pain points, and escalates difficult member service issues to the Lead Membership Support Professional (III) and CS Manager.

This person is self-motivated and demonstrates accountability for own work. This person is also part of a high-performing, results-driven domestic and international Salesforce-centric team collaborating cross-functionally and sharing knowledge to ensure a seamless customer service experience.

• Provide industry-leading customer care, member assistance, and payment support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems.
• Develop rapport, evaluate the customer and or member needs, determine solutions, including exposing the customer to other options not considered through upselling and cross-selling techniques.
• Manage day-to-day communications with members for assigned clients across email, phone, and digital tools;
  Complete, accurate documentation is utilizing the established company digital tools, ticketing system, and software (Salesforce) required for each call or email;
  Escalate tickets to the international team as necessary.
• Determine charges for services requested, collect deposits or payments by credit card, scan check payments and/or arrange small-batch check processing.
• Perform outbound customer success service calls/emails to advise members of any on-going issues and ensure the customer is aware of any escalations and receives timely communications. Escalate long-standing or critical issues to the Lead MSP or CS Manager.
• Assist with the account renewal process and support the international teams to ensure a seamless customer/member experience.
• Identify and troubleshoot member problems by clarifying the member's pain point; determining the root cause of the pain point and escalating to the proper resource to ensure a quick resolution.
• Follow company safety regulations and company policies;
  Performs other duties as assigned.

• Develop and maintain a broad knowledge of the company's products and services.
• Collaborate cross-functionally with domestic and international Aplusify Teams to ensure a seamless customer service experience.

Knowledge, Skills, and Abilities (KSAs)

• Product Knowledge — Proficient knowledge of Company services that might include having acquired information about its application, function, features, use, and support requirements.
• Administration — Proficient knowledge of administrative and clerical procedures and systems such as data management, managing files and records, typing, designing forms, and other office procedures and terminology.

• Pr…