Location:

This is a hybrid role, with the ability to work 2 days a week from home, while 3 days a week will be in our Stevenson, MD office.

Description:

• The Member Services Agent’s main goal is to help our customers with any issues or questions they may have, and make sure they find the best way to use our products
• Onboard new customers via phone, introducing them to products and services, develop an understanding of client’s wants and needs to build long term relationships
• Develop and maintain a comprehensive understanding of our company’s products, campaigns, and promotions to effectively communicate their value to both existing and potential subscribers
• Review manager/publisher/marketing communications, and study and review notes. Stay intimately familiar with the website layout and content
• Leverage open-ended questions to fully understand customers’ pain points, goals, and challenges, enabling you to position our products, campaigns, and promotions to ensure they derive maximum value from our offerings
• Enter and update customer information in the designated database (e.g. Salesforce, Microsoft Office Suite)
• Take and process orders in an accurate and highly professional manner using the correct marketing codes
• Maintain meticulous customer data integrity in Salesforce
• Protect the security and confidentiality of customer credit card information
• Demonstrate proactive and enthusiastic approach to learning about new products, existing products, and enhancements to drive customer success
• Embrace feedback from manager to improve technique and knowledge
• Participate in team meetings and training sessions
• Collaborate proactively to share insights and ideas gained from customer interactions with the team to contribute to the development and refinement of new offerings

Qualifications:

• 1-2 years of Customer Service or other customer facing experience preferred
• Strong knowledge of relevant computer programs (Salesforce or similar CRM software and Microsoft Office Suite)
• Ability to learn about products and services and describe and explain them to new and active customers
• Superior communication and interpersonal skills
• Ability to maintain composure and handle rejection from customers
• Outstanding negotiation skills with the ability to resolve issues and address complaints
• Strong attention to detail
• Strong organizational skills
• Proficiency with MS Outlook and Word
• Sedentary work that primarily involves sitting/standing
• Visual acuity for reading and using the computer
• Ability to hear
• Ability to freely move about the office
• Ability to use the phone/computer/keyboard/mouse/general office equipment for extended periods of time
• Ability to communicate with others in order to exchange information
• Fluency in the English language