Membership Concierge Representative

2-4 Years

Job Description

Member Services (Escalation Team)

Job Description:

Experience Requirements

Job Skills & Traits

Accurate and quick keyboarding skills
Previous experience in Billing (Preferred)
Comfortable multitasking with phone, click to chat, and use of multiple computer programs
Excellent telephone customer service skills
Ability to sell over the phone
Excellent written, email, and verbal communication skills
Strong problem-solving capabilities with a focus on customer satisfaction
Strong communication skills, particularly when handling challenging or angry members
Proficiency in using phone systems, email platforms, text communication tools, and MS Office
Ability to navigate sensitive or emotional situations with tact and empathy
Excellent organizational and time management skills
Fluent speaking in English

Duties & Responsibilities

Handles escalated customer issues, ensuring swift and effective resolution
Answers incoming customer phone calls and chats from multiple accounts
Responds to customer inquiries from email, voicemail, fax, and phone, providing excellent customer service
Processes new customer orders from email, voicemail, fax, and phone
Strives for first call resolution to all client inquiries
Provides product information and answers questions regarding existing orders
Resolves customer service issues by evaluating customer needs and determining the best course of action
Impacts incremental sales by offering related or promotional items
Maintains exceptional attendance and punctuality
Adapts to changes and flexibility within a growing department
Maintains professionalism when interacting with internal departments and customers
Exhibits high levels of customer service to ensure smooth operations and happy customers
Contributes to the overall success of the team by sharing best practices and being open to learning from others
Consistently meets or exceeds Sales and Service Level targets
Other job duties and projects as assigned

Requirements

Customer service experience of at least 2 years
Processing of billing and invoices
Excellent communication skills
Audio Clip needed
Proficient in MS Excel. Can do PIVOT, Conditional Formatting, Charts and Tables, etc
Flexible with schedule: amenable to work on holidays and weekends when required
Educ: Requires a Bachelor's degree from any course