Member Service Center Representative II

About the role

We’re in the business of Good. Lions International is the largest service club organization in the world. Our 1.4 million members are serving locally and globally to help take on some of the biggest challenges facing humanity. Every Lion and club are supported by our international association. More than 300 Lions International staff members are constantly working on tools and technology to enhance Lions’ service. When caring people join together, roll up their sleeves and take action to make their community better, it’s an incredible feeling for everyone involved. Here's how you can help -- we are currently looking for a Member Service Center Representative II to join our team, rise to the challenge of empowering service, and fill a vital role in our Member Ops & Support Division. As a Representative II, you'll provide support to all Lions Club Officers and club members by responding to support requests (phone, email, written correspondence) in a timely and customer-centric manner. You'll also serve as second point of contact if Level 1 representatives are unable to resolve an issue.

Responsibilities

• Respond to member issues with a positive, friendly attitude via all member communication channels including email, phone and written correspondence.
• Answer incoming phone calls, email, chat, or SMS inquiries from the public who request support from local Lions.
• Ensure all inquiries receive courteous, timely, and effective support.
• Accurately records details of member interactions, issues, and resolutions.
• Diagnose, troubleshoot, research and make recommendations regarding the appropriate course of action as it pertains to using software, administering a club or district or placing an order for club supplies.
• Explain step by step technical troubleshooting solutions related to all Lions International’s IT products.
• Respond to member issues pertaining to Lions-facing websites including Salesforce, Lions Portal, Real time Reports, Find a Club, e-clubhouse, Lionsclubs.org or Ecommerce site.
• Provide appropriate resources as needed.
• Utilize Business Intelligence (BI) for all publication and award inventory management and assist with any publication and award fulfillment requests.
• Oversee all new club applications to ensure all required materials and fees are received.
• Coordinate all aspects of the new club, club branch, and Leo club charter processes, from submission of the application through the final approval process.
• Serve as initial point of contact for new club applications providing customer service to stakeholders and help coach members through the process should assistance be required.
• Communicate with internal divisions on issues