Customer Service Representative
4 weeks ago
Job Description
The Member Services Representative is a key role within our team, responsible for the day-to-day management of our dues growth for all signature clubs. This position requires a highly organized, professional, and proactive individual who can work effectively with minimal supervision.
Key Responsibilities:
- Initiate and receive inbound calls from customers, demonstrating good customer service skills.
- Negotiate account resolution and accurately input and document actions within the collection systems.
- Maintain up-to-date customer contact information in the collections systems.
- Support other queues to facilitate teamwork in the department.
- Escalate and assist other team members with calls as needed.
- Provide training to fellow team members and serve as a resource/subject matter expert.
- Initiate external contact with customers and perform advanced loss prevention activities.
- Review the Month to Date (MTD) sent by the clubs for accuracy.
- Process all refunds from ABC and Point of Sale (POS).
- Oversee 3rd party collections and all communication that is needed to the clubs from Swift.
- Work as the liaison between ABC and the Club Operations Managers.
Requirements:
- Proficient in Microsoft Office Suite.
- Advanced phone and communication skills.
- Strong time management skills, with the ability to manage multiple assignments.
- Excellent follow-through and detailed documentation skills.
- Attention to detail and ability to multi-task and meet deadlines without supervision.
- Strong problem solving, research and resolution, and data analysis skills.
Preferred Qualifications:
- High School graduate or GED required.
- 4-year college degree preferred.
- 1-4 years of administrative experience.
- Proficiency in Microsoft Office.
- Previous experience in collection dues is preferred.
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