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Member Services Representative Tier 1
2 months ago
Great American Media is home to the family-friendly portfolio of brands Great American Family, Great American Faith & Living, Great American Adventures, Great American Community and most recently, Great American Pure Flix.
Role Overview
The Member Services Representative Tier 1 provides top-tier customer service by responding to customer inquiries by phone and chat. They resolve routine and basic problems, communicate solutions, and focus on saving accounts from cancelling. MSR T1’s also analyze a member's service needs and will escalate items to Tier 2 and Supervisors as appropriate. Overall, the Member Services Representative T1 possesses a moderate understanding of general aspects of the job, demonstrates empathy, customer service skills, and the ability to save accounts while having FUN
Duties and Responsibilities
- Manage large amounts of inbound calls, chats, and emails from Great American Pure Flix members in a timely manner.
- Follow communication “scripts” when handling various topics.
- Identify members’ needs, clarify information, research every issue and provide accurate, satisfactory answers and solutions to their queries and concerns.
- Build rapport with members quickly, always going the extra mile to ease concerns and meet needs.
- Guide callers through troubleshooting, navigating the company site or using the products or services.
- Review customer or client accounts, providing updates and information about billing and other account items.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support. When additional assistance is needed, escalate calls to Tier 2 and Supervisors.
- Collaborate with other Member Services professionals to improve customer service.
- Meet personal and team qualitative and quantitative targets.
- Other responsibilities as assigned.
Qualifications
- High school diploma required.
- Proficient in basic computer skills.
- Experience with Microsoft Office suite.
- Must have Customer Service experience. Call center, face to face or chat preferred.
- Detail oriented.
- Quick learner and one who seeks to grow with the company.
- Customer focus and adaptability to different personality types.
- Must have the ability to sell (save accounts), build rapport.
- Able to multitask under pressure and maintain customer focus.
- Excellent written and verbal communication skills, including active listening.
Compensation & Benefits
Competitive base salary commensurate with experience. We offer a comprehensive benefits package including:
- 401(k) retirement plan with employer match
- Employer paid medical, dental and vision insurance
- Employer paid STD and LTD
- Employer paid life insurance and AD&D plus voluntary supplemental options
- Pet Insurance
- Comprehensive paid time off – vacation, sick leave and holidays
GAC Media, LLC is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
