Membership Concierge Representative

About this role

Job Description:

Experience Requirements

• Experience in both sales and service-oriented fields preferred
• Experience in a customer service environment required
• Professional written and verbal communication
• Experience with Click to Chat
• Prior experience in customer service or handling escalations (preferred)
• 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

• Required
• Ø Customer service experience of at least 2 years
• Ø Processing of billing and invoices

Ø Excellent communication skills

• Ø Audio Clip needed
• Ø Proficient in MS Excel. Can do PIVOT, Conditional Formatting, Charts and Tables, etc.
• Ø Flexible with schedule: amenable to work on holidays and weekends when required