Membership Support Specialist

4 weeks ago

West Chester, United States Sentrilock LLC Full time
Job DescriptionJob DescriptionDescription:

SentriLock is seeking a Spanish Bilingual Membership Support Specialist to work in the Orlando, FL location to serve as on-site customer support providing world class service through effective communication and troubleshooting. We are a global provider of access control services, a subsidiary of the National Association of Realtors, and a nationally-certified “Great Place to Work.”


Essential Duties and Responsibilities

The Membership Support Specialist - Bilingual (English/Spanish) serves as on-site customer support providing world class service by empathetically listening to customer questions and concerns, and offering solutions by conducting product and feature troubleshooting, offering training, and practicing effective communication.

Association Administration

• Communicate and provide regular updates to manager and customer relationship manager on status of customer sentiment

• Research and report accurate and detailed information to internal stakeholders per their request

• Monitor and manage product inventory

• Assist with call tag and lockbox return process

• Track and report on association activity

• Understand and operate firmware update process


Customer Support

• Offer a high rate of problem resolution to customer issues

• Follow up on customer inquiries to ensure satisfaction and issue resolution

• Research, communicate, and resolve escalated customer issues

• Escalate unresolved issues to second level of support (CRM and IT)

• Represent the SentriLock brand professionally and positively during customer conversations

• Follow up and respond to customer questions, and serve as an internal liaison to report and resolve customer issues to appropriate internal stakeholders

• Deliver outstanding association administrative support

• Adhere to customer processes


Training Responsibilities

• Provide training on all SentriLock products and services through effective training presentations to present value, benefits, and how to use the SentriLock product and system

• Acquire training aids and instructional material from training and/or marketing for customer training sessions

• Prepare, test, and operate audiovisual equipment for presentation

• Collaborate with customer and internal team to determine training needs

• Track and monitor customer satisfaction and feedback on training

• Recommend continuous improvement approaches to future training


Other duties as assigned

• Participate in projects assigned by manager

• Maintain and follow ISO standards

• Seek out and complete appropriate training, development and research

• Knowledge of department processes

• Support the mission, principles, and goals of the company


Requirements:

High School Diploma or equivalent required

Associates Degree preferred

2+ years of customer service experience required

Written and verbal fluency in required languages preferred


*Multiple positions are available. These are on-site roles in Orlando, Florida*

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