Job description
We are looking for someone to join our team as a Member Services Representative. Our member services team assists members who contact us for help with accessing their member benefits or to get answers to questions on a wide variety of topics related to their membership.
The Member Services Rep is part of a team that handles inquiries and requests from members and prospective members via phone, email, mail, and in person. Membership accounts are handled online, so our team members must be familiar with all common internet browsers. The role has a high volume of data entry. The MSR will serve as a primary point of contact for the Club and must demonstrate extraordinary customer service and problem-solving skills. They are responsible for learning all relevant details about PCA benefits and services to ensure exceptional customer service.
The Member Services team is responsible for a wide variety of functions including Club memberships, shipping, merchandise inventory and fulfillment of orders, processing event forms, assisting with posting ads and researching flagged ads on our Classifieds, event registrations and information, and much more. Team members must have a high capacity for retaining many details and ongoing changes.
The Member Services team is responsible for a wide variety of functions including Club memberships, shipping, merchandise inventory and fulfillment of orders, processing event forms, assisting with posting ads and researching flagged ads on our Classifieds, event registrations and information, and much more. Team members must have a high capacity for retaining many details and ongoing changes.
Essential Functions:
- Answer and respond to requests from current members, prospective members, volunteers, and/or staff while providing exceptional customer service through effective verbal and written communication skills and utilization of knowledge of PCA benefits and services.
- Respond professionally and empathetically to distressed customers regarding any difficulty they may be experiencing. They will determine what actions need to be taken to correct the situation, perform the actions, offer explanations as appropriate, and notify other department personnel as appropriate.
- Must be comfortable with technology and possess the skills and intuitive knowledge to operate modern devices and software effectively.
- Identify and analyze customer needs while assisting the customer with all routine inquiries including PCA benefits and services, order taking, accurate maintenance of database records, event registrations, and general resolution of customer problems or requests.
- Develop and maintain an in-depth knowledge of the PCA websites and microsites and functionality. They provide navigational advice, training and user support to members and other callers.
- Prepare and ship packages (some will be heavy); unpacking and moving boxes, maintaining and organizing storage areas.
- Perform other duties and tasks as assigned.
This is a full-time position: Mon-Fri, 9am-5pm.
The role will be in-person (no telework option). Our office is in Columbia, MD.
To apply, please send a RESUME and COVER LETTER. Please include both for your application to be considered complete.
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