Member Relations Specialist
3 weeks ago
Job Title: Member Relations Specialist
Duration: 52 Weeks Contract
Location: Greater Orlando
Summary:
This position monitors channels, reviews posts and discerns what type of action, if any, is necessary, disseminate feedback to the appropriate parties, and follow through on issues to insure resolution. Facilitates resolution of cases received and works closely with respective business lines to insure that cases are responded to in a timely and professional manner. Demonstrates ownership, persistence, and creativity to ensure that the ultimate resolution of each case restores Member loyalty. Effectively coordinates resolution of issues between all parties involved. Negotiates with Clubs and third party entities to provide fair resolution.
Duties & Responsibilities
- Manage cases received from a wide variety of channels. Review, research and analyze complaints and inquiries to determine the appropriate actions.
- Drive the response across & between all related parties.
- Respond in a timely fashion to all parties with a clear path forward and a comprehensive plan to resolve the issue.
- Manage cases to full resolution in a manner that restores Member loyalty.
- Conduct all interaction in a professional, expedient, and helpful manner, utilizing good judgment and decision-making skills.
- Review, negotiate, process, and document all requests for compensation.
- Execute requests for reimbursement from third-party affiliates within the compliance.
- Document all pertinent information in the department CRM system to allow for accurate reporting up to and including root cause analysis.
- Performs any and all duties assigned by the supervisor.
Requirements:
- Possess or quickly obtain comprehensive knowledge of Association products and services across all business lines.
- Strong leadership and professional interpersonal skills
- Ability to reason and negotiate fair and impartial settlements
- Excellent written and oral skills, as well as, excellent customer service skills
- Strong time management skills with attention to detail and deadlines
- Positive attitude and energy that contribute to a high-performance work environment
- Proficient knowledge in standard MS Office applications and CRM
- Call center experience is preferred
Education & Experience
- Associate degree preferred and;
- Two (2) years' customer service experience
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