Membership Support Professional II
The Membership Support Professional II provides industry-leading
member and customer service support by making outbound calls, answering inbound
Tier I-II telephone and email questions, actively listening to members’
requests, and identifying the appropriate solutions. This person assists in the
member renewal process, accepts credit card payments and assists with small-batch check
processing. Our Membership Support Professional II works with a sense of
urgency, identifies and troubleshoots member pain points, and escalates
difficult member service issues to the Lead Membership Support Professional
(III) and CS Manager. This person is self-motivated and demonstrates
accountability for own work. This person is also part of a high-performing,
results-driven domestic and international Salesforce-centric team collaborating
cross-functionally and sharing knowledge to ensure a seamless customer service
experience.
Essential
Functions:
1. | Provide industry-leading customer care,
member assistance, and payment support by asking probing questions, actively
listening, building rapport, demonstrating respect, being informative, and
understanding the customer’s needs, requests, or problems. |
2. | Develop rapport, evaluate the customer and
or member needs, determine solutions, including exposing the customer to
other options not considered through upselling and cross-selling techniques. |
3. | Manage day-to-day communications with
members for assigned clients across email, phone, and digital tools;
Complete, accurate documentation is utilizing the established company digital
tools, ticketing system, and software (Salesforce) required for each call or
email; Escalate tickets to the international team as necessary. |
4. | Determine charges for services requested,
collect deposits or payments by credit card, scan check payments and/or
arrange small-batch check processing. |
5. | Perform outbound customer success service
calls/emails to advise members of any on-going issues and ensure the customer
is aware of any escalations and receives timely communications. Escalate
long-standing or critical issues to the Lead MSP or CS Manager. |
6. | Assist with the account renewal process and
support the international teams to ensure a seamless customer/member
experience. |
7. | Identify and troubleshoot member problems by clarifying the member's pain point; determining the root cause of the pain
point and escalating to the proper resource to
ensure a quick resolution. |
8. | Follow company safety regulations and
company policies; Performs other duties as assigned. |
Secondary Functions and Responsibilities
1. | Develop and maintain a broad
knowledge of the company's products and services. |
2. | Collaborate cross-functionally with domestic and international Aplusify Teams to ensure
a seamless customer service experience. |
Knowledge,
Skills, and Abilities (KSAs)
Knowledge:
● Product Knowledge — Proficient
knowledge of Company services that might include having acquired information
about its application, function, features, use, and support requirements.
● Administration — Proficient
knowledge of administrative and clerical procedures and systems such as data
management, managing files and records, typing, designing forms, and other
office procedures and terminology.
Skill:
● Proficient Customer Success Skills — Exhibiting commitment and dedication to customer satisfaction by
understanding needs, developing rapport, building relationships, and providing
clients with the most comprehensive and efficient service or sales solutions
possible.
● Proficient Computer Skills — Using Windows-based applications, including Outlook,
Internet Explorer, Word, Excel, and Access, IM, and social media platforms.
Business intelligence (BI) tools, CRM, Zendesk, Salesforce Sales Cloud,
Salesforce CPQ, or similar tools preferred.
● Proficient Communication Skills — Effectively sharing ideas through face-to-face interactions, phone
conversations, and digital communications clearly and concisely.
● Proficient Troubleshooting
Skills — Determining causes of customer service
issues and deciding what to do about it.
● Proficient Organizational Skills — Working systematically to achieve results as planned, including
handling multiple orders and numerous moving pieces to ensure success.
● Proficient Attention to Detail Skills — Achieving thoroughness and
accuracy when accomplishing a task through concern for all the areas involved.
Ability:
● Fostering Teamwork – Ability to
work cooperatively with others on a team or as a team leader helping the team
to adapt to changing requirements, deadlines, and priorities. Exhibits a
willingness to learn and share knowledge with others.
● Self-Motivated — Ability to find your motivation to
accomplish a task, even when challenging, without giving up or needing
another's encouragement.
● Adaptable —Ability to
maintain effectiveness when experiencing major changes or high-stress
situations in work tasks or the work environment. Stays organized, manages
workflow, and follows the rules and procedures.
● Learning Agility — Ability to
learn from experience and the ability to apply what you've learned for
effective performance in new or unfamiliar conditions.
● Cross-cultural Awareness —
Ability to work effectively in diverse and cross-cultural environments and
cross-cultural situations.
Requirements
High School diploma or GED with 3-5 years’ successful customer service
experience or 1+ years as an Aplusify Membership Support Professional I. 2+
years of call center experience is highly preferred. MS Office/PC skills
required. Customer Relationship Management (CRM), ERP, Call Center documenting
system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools highly
preferred. Typing 50-75 words per minute is highly preferred. ICSA
Certification as a Certified Customer Service Professional (CCSP) will be considered.
Position
Type/Expected Hours of Work: This
is a full-time position, and hours of work and days are Monday through Friday
from 9:00 a.m. to 6:00 p.m. or as scheduled by your manager.