Member Support Specialist

Role Overview

The Member Support Specialist will be primarily responsible for providing support to our members. The mission is to help members to resolve their questions and complaints with the highest level of courtesy, urgency, and efficiency. The person in this role will be utilizing their deep knowledge of our clients’ payment and loyalty programs and collaborating with many teams internally.

The perfect candidate will be able to demonstrate excellent problem solving, analytical and communication skills, as well as have passion for learning new information daily.

Key Responsibilities

• Address member inquiries professionally to build positive relationships and long-term memberships.
• Resolve issues efficiently, contributing to the company’s bottom line.
• Monitor email queue and handle member inquiries and questions
• Follow up to member inquiries by taking specific action in a timely manner
• Work on special short-term projects to offer customized support for new programs
• Work with the Management Team to stay updated on product and program knowledge, and be informed of any changes in company policies
• Work with confidential customer information and demonstrate highest levels of integrity
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Track and report to the management on systemic issues and provide insight on trends
• Participate in additional training courses when needed
• Other duties as assigned

Qualifications

• 1-2 years of experience in a helpdesk/call center environment preferred; any customer service is a plus
• High school diploma/GED required
• Highest sense of integrity and discretion required
• Ability to remain professional and courteous with customers at all times
• Excellent written and verbal communication skills
• Ability to build relationships and strong alliances across the organization
• Willingness to learn every day, do it fast and use knowledge appropriately
• Ability to work independently and in a team environment
• Individual should be technically literate and possess analytical thinking skills
• The employee must have the ability to work various shifts should the business need arise
• Proficiency with MS Office and good typing skills (min. 40 wpm)
• Provide a positive, professional, empathetic, and customer-focused manner
• Solid organization and work prioritization skills
• Care to do a great job and desire to grow professionally