Membership Concierge Representative

Job Description:

Experience Requirements
- Experience in both sales and service-oriented fields preferred
- Experience in a customer service environment required
- Professional written and verbal communication
- Experience with Click to Chat
- Prior experience in customer service or handling escalations (preferred)

Job Skills & Traits
- Accurate and quick keyboarding skills
- Previous experience in Billing (Preferred)
- Comfortable multitasking with phone, click to chat, and use of multiple computer programs
- Excellent telephone customer service skills
- Ability to sell over the phone
- Excellent written, email, and verbal communication skills
- Strong problem-solving capabilities with a focus on customer satisfaction
- Strong communication skills, particularly when handling challenging or angry members
- Proficiency in using phone systems, email platforms, text communication tools, and MS Office
- Ability to navigate sensitive or emotional situations with tact and empathy
- Excellent organizational and time management skills
- Fluent speaking in English

Duties & Responsibilities
- Handles escalated customer issues, ensuring swift and effective resolution
- Answers incoming customer phone calls and chats from multiple accounts
- Responds to customer inquiries from email, voicemail, fax, and phone, providing excellent customer service
- Processes new customer orders from email, voicemail, fax, and phone
- Strives for first call resolution to all client inquiries
- Provides product information and answers questions regarding existing orders
- Resolves customer service issues by evaluating customer needs and determining the best course of action
- Impacts incremental sales by offering related or promotional items
- Maintains exceptional attendance and punctuality
- Adapts to changes and flexibility within a growing department
- Maintains professionalism when interacting with internal departments and customers
- Exhibits high levels of customer service to ensure smooth operations and happy customers
- Contributes to the overall success of the team by sharing best practices and being open to learning from others
- Consistently meets or exceeds Sales and Service Level targets
- Other job duties and projects as assigned

Required

Ø Customer service experience of at least 2 years

Ø Processing of billing and invoices

Ø Excellent communication skills

Ø Audio Clip needed

Ø Proficient in MS Excel. Can do PIVOT, Conditional Formatting, Charts and Tables, etc.

Ø Flexible with schedule: amenable to work on holidays and weekends when required