Manage all member and non-member inquiries regarding online and in-club purchases nationwide across voice and non-voice channels (call, chat, email, social media).
Assist website/app users with online account creation, order placement, payment processing, and delivery tracking for S&R online orders.
Schedule online orders and provide prompt communication regarding any order-related inquiries or concerns.
Apply effective problem-solving skills to resolve online shopping issues and concerns (product, order, payment) to mitigate returns and refunds.
Escalate high-risk or complex cases (e.g., legal, regulatory, or PR-sensitive) to the Customer Service Supervisor and Manager.
Provide accurate information about products, services, and company policies.
Record all transactions, complaints, and resolutions accurately in the unified communication platform.
Foster positive, trust-based relationships with members by demonstrating empathy, professionalism, and a commitment to exceptional service in all interactions.
Identify opportunities to upsell or cross-sell products and services to increase revenue while meeting buyer needs.
Strive to exceed performance targets for revenue generation, member satisfaction, and concern resolution.
Adhere to company policies and procedures while maintaining a member-centric approach.
Stay updated on industry trends to provide valuable assistance.
Support the execution of the urgent-risk matrix for ticket prioritization and workload distribution.
Proactively support teammates as needed and complete assigned tasks.
Participate in process improvement activities initiated by management.
TECHNICAL / FUNCTIONAL COMPETENCIES
Proficient in CRM and ticketing tools (Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud).
Familiar with omnichannel communication (chat, voice, email, social media).
Basic understanding of OMS/DMS and e-commerce workflows.
Job Qualifications
Education: A Bachelor's degree in Business, Marketing, Communications, Psychology, or a related field is required.
Experience: 13 years in customer service (preferably in e-commerce or retail) with experience handling omni-channel customer interactions and order fulfillment inquiries
Digital Proficiency: Skilled in Microsoft Office/Google Workspace, CRM systems, and online collaboration tools.
Work Arrangement: This is a full-time, on-site position. Candidates must have the flexibility to work varied hours, which may include early or late shifts, weekends, and holidays, to meet dynamic business needs.
