Member Care Specialist

About the Role

This group provides member care which includes support for members with questions, issues, and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member-facing support areas.

If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Administrative Professional, Support, Call Center, Phone Triage.

Responsibilities

• Participate in phone support rotation/group receiving member calls.
• Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, and market sites.
• Maintain content in areas of responsibility.
• Troubleshoot reported portal and application errors.
• Provide full support and administration of the Mobile Assistant program.
• Provide support for our Market Savings Builder application.
• Escalate calls to 2nd level support, Infrastructure, or the business users as appropriate.
• Monitor 2nd level call alerts keeping users updated on issue status.
• Generate member reports.
• Test new applications or modifications to the member-facing applications.
• Train and stay current on new applications and changes to the member-facing applications.
• Utilize call tracking software for knowledge base and historical research.
• Train new member owners and Do it Best team members on system use and application.

Requirements

• Minimum High School Diploma or equivalent
• Experience with personal computers
• Knowledge of Microsoft 365
• Knowledge of Internet communications
• Experience with training/mentoring/coaching/helping others understand a process
• Problem-solving experience
• Experience providing phone support to end users

Skills and Abilities

• Good communications skills
• Organized
• Patience and calm demeanor
• Testing / Quality assurance skills
• Create and edit Google documents

• Excellent phone communication skills (desired)
• Ability to juggle multiple open issues and prioritize for urgency (desired)
• Ability to create and edit access database applications (desired)

Benefits

• Full insurance benefits package including Medical, Dental, & Vision
• Paid time off to foster work/life balance
• Profit sharing
• Bonus Pay opportunities
• Retirement funding opportunities
• Education reimbursement
• Health club reimbursement
• Career advancement opportunities

Schedule

Monday through Friday from 10:30am to 7:00pm

About Do it Best

We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture

Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring, and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. The three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Philosophy & Mission

• Philosophy: Serving others as we would like to be served
• Mission: Making the best even better
• Goal: Helping members grow and achieve their dreams