MSR Level 2

About the Role

Member Service Representative supports the Member Services Department in both the Computer Based Training (CBT) labs and the Member Services front window by providing support in assisting participants/clients with training and products offered by the organization.

Responsibilities

• Be on time and at the assigned post every workday at assigned starting time.
• Turn on and log onto the database and email; check email twice daily for updates and changes.
• Check-in students according to Front Desk Policy (CS-FD-002).
• Monitor Sterling queue and pass or fail the student's SSV as needed.
• Answer phones in a professional and efficient manner before the 3rd ring; handle calls promptly or return them in a timely fashion.
• Assist member companies with issues involving registration or employee training.
• Set up companies in the database when necessary.
• Process student payments and refunds.
• Process Alliance Safety Council outgoing mail as assigned.
• Batch money when cash is received.
• Assist the CBT Lab as necessary.
• Clean work areas daily.
• Troubleshoot IT issues.
• Ensure that both the side and vending doors are locked before leaving at closing time (4:00 p.m.).
• Perform other duties as assigned.

Requirements

• High school education or equivalent required.
• 4+ years of experience in member service.
• Knowledge and understanding of English grammar and basic computer skills.
• Must be competent in all functions of the Alliance Safety Council computer programs and databases.
• Must be dependable, able to communicate well with others, and act professionally under stress.
• Bilingual in Spanish is a plus.

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• Able to stand for extended periods of time.
• Able to regularly walk, climb, balance, stoop, and kneel.
• Must occasionally lift and/or move up to 25 pounds.

Schedule

Monday–Saturday, days and times vary depending on office schedule. Occasionally one Saturday a quarter for training and development is required. Overtime may be required.