CLUB Customer Advocacy Specialist I

Bass Pro Shops • Lincoln, NE

6d

About The Position

The CLUB Customer Advocacy Specialist I is responsible for the day-to-day maintenance of the CLUB Loyalty Program customer experience. This position works directly with escalated customers to research questions, resolve issues, and provide a best-in-class servicing experience. This role works with the voice of the customer to execute customer feedback processes and data collection, including but not limited to customer case management: collection, categorization, reporting, research, and resolution of individual customer feedback. This position will maintain close connection with CLUB servicing channels, including Catalog Relations Department (CRD), Retail CLUB Booths, and Capital One Servicing.

Requirements

• Associate Degree or Equivalent Work Experience
• Entry level
• Analytical and complex problem-solving skills with high attention to detail.
• Ability to quickly understand and analyze information relationships and systems.
• Ability to manage workload, prioritize, and meet deadlines.
• Solid written and oral communication skills.
• Proficient in Microsoft Office Applications, including Outlook, Word, and Excel.

Nice To Haves

• Credit card processing knowledge is beneficial but not required.
• Experience executing database queries is beneficial but not required.

Responsibilities

• Intakes and logs escalated customer complaints with potential high legal or regulatory risks.
• Assists in issue research, identifying root cause and taking action to resolve in compliance with all related processes, procedures, and regulations.
• Provides superior customer service by executing a “white glove” standard for outbound customer contact, creating optimal customer experience for those who file a complaint or have expressed any need for resolution from CLUB.
• Executes customer feedback data collection through sending weekly, monthly, as needed survey forms in email and/or paper.
• Maintains and updates CLUB training documents for various channels.
• Performs call listening.
• Assists Loyalty Operations Analyst in promotional set-up and validation as needed.

Benefits

• Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree