Member Services Specialist
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Full-time
Compensation
USD35.3k - 45.7k/year
Posted about 3 years ago
Responsibilities
GovX offers competitive healthcare, vision, dental, 401k and Paid Time Off. They also provide employee discounts on thousands of products and a collaborative, positive work environment within a virtual office setting. They also offer developmental opportunities based on your performance and work from home flexibility.
The Member Services Specialist role is an integral part of the GovX Customer Contact Center’s success, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. The role supports the day-to-day business through the support of the Expert teams, and through their ability to shift gears from floor leader to project support, to front line ticket support as business needs dictate. The role reports directly to the Customer Operations Manager.
Responsibilities:
- Support a shift of Experts through “helpdesk” style support for product, process, operations, logistics, and escalation support.
- Provide direction, guidance, and training as needed to support day-to-day operational questions to a large team of omnichannel Experts.
- Handle escalated customer situations with the utmost professionalism using win-win methods and tactics.
- Track, trend, and problem solve customer and business challenges to improve business methods and procedures.
- Provide leadership and guidance to Expert staff during times of high-volume traffic to ensure service levels are met.
- Prioritize triage support and escalation requests from the floor and business partners.
- Provide accurate and timely solutions and support to Expert questions and customer escalations.
- Provide guidance and direction consistent to GovX Contact Center or brand product, process, and operations.
- Deliver customer retention or customer relations tasks and actions.
- Project management support and other offline work as business needs dictate
- Vendor support for all GovX affiliate partners, vendors, or brands
- Complete department projects and special assignments in time, and efficiently as business need dictate
- Be or become the subject matter expert for GovX process, guidelines, and workflows.
- Support direct to consumer requests based on business needs and member demand.