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Member Services Supervisor
3 months ago
This position supports the Federation’s mission and vision by demonstrating a commitment to exemplary member service, as well as a collaborative spirit, equality, fairness, respect, and accountability. This position may be required to work in the office 5 days a week.
JOB SUMMARY:
The Member Services Supervisor is responsible for overseeing the daily operations of the member services team, ensuring exceptional service to members through various communication channels. This role involves managing workflows, supervising staff, coordinating schedules, and handling escalated member issues.
Duties and Responsibilities:
Team Leadership and Supervision:
- Serve as team lead and guide member services staff on departmental procedures and operations.
- Develop and implement training for new hires and provide ongoing education for current staff.
- Handle problematic member issues and assist staff with de-escalating challenging calls.
- Provide honest performance feedback, coaching, and mentoring to team members.
- Monitor staff interactions for effectiveness, professionalism, and customer satisfaction.
- Coordinate staff schedules and manage timecards.
Clerical and Administrative Support:
- Answer member services-related emails and phone calls, directing inquiries as needed.
- Assist in organizing and managing projects, including preparing presentations and reports.
- Maintain and organize digital and physical files and records.
- Assist the Accounting department with sending account adjustments and refunds.
Communication and Coordination:
- Act as a liaison between the Member Services department and other departments, ensuring effective communication.
- Coordinate with external vendors and contacts to support department needs.
- Assist in scheduling and coordinating meetings and events.
Goals and Objectives:
- Provide efficient administrative support to enhance the operations of the Member Services department.
- Facilitate clear and effective communication within the department and with external parties.
- Increase department productivity by responding to member inquiries within established turnaround times.
- Provide exceptional member service and build trusting relationships both internally and externally.
Required Knowledge, Skills, and Abilities:
- Outstanding interpersonal skills, energy, reliability, and self-motivation.
- Strong management skills with the ability to coach, mentor, and motivate others.
- High level of diplomacy and the ability to build trust, courtesy, and tact.
- Attention to detail and ability to follow through on commitments.
- Demonstrated problem-solving skills and ability to handle confidential information with discretion.
- Excellent oral and written communication skills.
- Proficiency with Microsoft Office Suite and other office software.
Education and Experience:
- Associate’s degree in business administration or a related field preferred.
- Two years of clerical or customer service experience required.
- A minimum of 3 years of experience in a call center or customer service supervisory role.
- Previous experience in vendor and contract management preferred.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift 10 pounds and occasional lifting and/or moving up to 25 pounds (anything over 25 pounds requires a two-person lift).
US Equestrian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, national origin, disability status, marital status, protected veteran status, or any other characteristic protected by law.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
