JOB SUMMARY: Customer Service Professional - Member Care RepresentativeWe are seeking a dedicated team member within our boutique-style inbound call center who can provide exceptional customer service and support, including scheduled coverage as needed, to ensure smooth operations and customer satisfaction. Our focus is to create an excellent member experience, which is much more valuable than making a sale. There is no churn and burn here, no cold calling or telemarketing. This position is responsible for communicating our benefits and programs that create and reinforce meaningful experiences for our members. Excellent member experience will have a direct impact on our recruitment and retention goals. As the Member Care Representative/Customer Service Professional, you will focus on:

How to initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats.
Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives.
Seize the opportunity to promote services and benefits. It is essential that we remind members of the value of their membership and associated benefits and programs.
Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile.
Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.

JOB RESPONSIBILITIES: Customer Service Professional - Member Care Representative

Maintain customer focus and adapt to different personality types to help resolve member/customer issues.
Exceptional phone and verbal communications skills along with active listening.
Resolve customer situations, within our policies and procedures. This will include identifying the member's/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.
Outbound projects as needed.
Develop thorough working knowledge and understanding of the organizations association database system, our website and theLoop (our private social network).
Assist members with signing-up for membership, renewing their membership, making demographic changes, or signing up for a convention or a webinar.
Work within the department to audit the database for accuracy.
Act as the key problem solver and troubleshooter for member assistance calls.
Keep records of all conversations in our membership database system in a comprehensive and condensed narrative.
Must meet individual and team goals.
Represent the association at assigned meetings and industry tradeshows as needed.
Assist members and sell memberships at Imaging USA in the Membership booth.
Actively participate in group and individual training programs.
Performs other duties as assigned.

OUR IDEAL CANDIDATE HAS:

Education: High School Diploma or GED.
Experience: 2+ years of customer service or call center experience.
Knowledge/Skills:
Excellent verbal and written communication skills
Consistent positive attitude with the internal team and our customers
Great computer skills with proficiency in Microsoft Office Suite (Outlook, Excel, Word, etc.)
Highly organized and attention to detail
Ability to work independently and within a team with excellent follow up skills.
Strong sense of professionalism and ability to multitask.

ADDITIONAL INFORMATION:

Job Title: Member Care Representative. Part of the inbound Customer Service Team!
Compensation Expectations: Depending on experience, education, and other factors we are aiming to offer around $19.23 per hour.
Hours/Schedule: Full Time (40 hours per week). The hours are 9:30am - 6:00pm Monday - Friday. Monday - Thursday, Onsite! Friday, remote!
Benefits: Medical, Dental, Vision, 401(k), Vacation Time, and more!
Location: Atlanta, GA 30303 (in the Peachtree Center Complex)
Parking Information: 100% paid parking by our client for our full time employees.