Member Care Specialist

4 weeks ago

Marlborough, United States BJ's Wholesale Club Full time

Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes. The Benefits of working at BJ’s• BJ’s pays weekly• Generous time off programs to support busy lifestyles* o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty• Benefit plans for your changing needs* o Three medical plans**, Health Reimbursement Account (HRA), Health Savings Account (HSA), two dental plans, flexible spending*eligibility requirements vary by position**medical plans vary by locationMajor Tasks, Responsibilities, and Key AccountabilitiesLogs tickets requesting systems access for new hires, extending systems access, and terminating access for departed team members. Serves as the liaison between the call center and BJ’s to ensure access requests are processed and login credentials are shared with the call center. Maintains a list of all call center staff. Audits call center agent access on a quarterly basis to ensure only current agents have access to BJ’s systems. Assists call center team with agent login issues. Audits compensation reports to ensure call center team is making appropriate compensation requests for members. Notifies call center supervisors of coaching opportunities. Ensures that the reports are sent out promptly and compensation is fulfilled promptly. Expedites compensation requests when appropriate. Supports the order management team in resolving complex online order issuesSupports the Rewards team in submitting batches of membership changes to be processed. Research complaints about unauthorized awards usage. Responds to emails in Member Care’s Rewards mailbox. Provides other support as needed. Research individual member complaints about digital coupon and digital gift card issues. Troubleshoots, provides guidance to the call center, and escalates to internal teams where needed. Ensures each complaint receives a prompt resolution. Supports other Member Care functions as needed, including but not limited to knowledge base updates, online account maintenance, creating orders and memberships for training, etc. Recognizes process or programming inefficiencies and recommends improvementsQualifications Experience in working with a call center team or within a call center environment.Takes initiative and sees project tasks through successful completionOperations experience, e-commerce or retail background strongly preferred. Excellent verbal and written communication skillsDetail orientedAble to work on compressed schedules in highly iterative environment to meet demandAbility to work on multiple projects at a time, in a fast-paced environment and to adapt to changing tasksMust be able to work independently and be a valuable contributor in a collaborative team environmentProactive and creative in managing issues and opportunities. Uses judgement based on practice and precedenceAnalytical thought needed to resolve issues in a variety of situationsIn accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is starting from .

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