Membership Support Professional II

About the role

The Membership Support Professional II provides industry-leading member and customer service support by making outbound calls, answering inbound Tier I-II telephone and email questions, actively listening to members’ requests, and identifying the appropriate solutions. This person assists in the member renewal process, accepts credit card payments and assists with small-batch check processing. They work with a sense of urgency, identify and troubleshoot member pain points, and escalate difficult member service issues to the Lead Membership Support Professional (III) and CS Manager.

Responsibilities

• Provide industry-leading customer care, member assistance, and payment support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems.
• Develop rapport, evaluate the customer and or member needs, determine solutions, including exposing the customer to other options not considered through upselling and cross-selling techniques.
• Manage day-to-day communications with members for assigned clients across email, phone, and digital tools; Complete, accurate documentation is utilizing the established company digital tools, ticketing system, and software (Salesforce) required for each call or email;
• Escalate tickets to the international team as necessary.
• Determine charges for services requested, collect deposits or payments by credit card, scan check payments and/or arrange small-batch check processing.
• Perform outbound customer success service calls/emails to advise members of any ongoing issues and ensure the customer is aware of any escalations and receives timely communications.
• Escalate long-standing or critical issues to the Lead MSP or CS Manager.
• Assist with the account renewal process and support the international teams to ensure a seamless customer/member experience.
• Identify and troubleshoot member problems by clarifying the member's pain point; determine the root cause of the pain point and escalate to the proper resource to ensure a quick resolution.

Requirements

• High School diploma or GED with 3-5 years’ successful customer service experience or 1+ years as an Aplusify Membership Support Professional I.
• 2+ years of call center experience is highly preferred.
• MS Office/PC skills required.
• Customer Relationship Management (CRM), ERP, Call Center documenting system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools highly preferred.
• Typing 50-75 words per minute is highly preferred.
• ICSA Certification as a Certified Customer Service Professional (CCSP) will be considered.

Pay

This is a full-time position, and hours of work and days are Monday through Friday from 9:00 a.m. to 6:00 p.m. or as scheduled by your manager.