Member Advocate Representative

The Power to Shine•Gainesville, FL

7d•Onsite

About The Position

The Member Advocate Representative will assist members and potential members with their telephone, chat, texts, or email requests. This role involves explaining services, responding to problems, and directing calls to the appropriate area. The representative will maintain member account information on the computer system, ensure appropriate records are kept, and prepare required reports. They will also assist other departments as needed and perform other related duties as assigned.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Courtesy, tact, and diplomacy are essential.
Work involves personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Able to operate a computer keyboard.
Able to make decisions with minimum information.

Responsibilities

Assist members and potential members with telephone, chat, text, or email requests.
Explain services, respond to problems, and direct phone calls to the appropriate area.
Maintain or exceed Member Experience Expectation, Average Hold Time Goal, Average Handle Time Goal, and achieve appropriate adherence.
Utilize off-queue and idle time productively.
Answer questions about products and services and resolve problems within their authority.
Refer problems beyond their authority to the appropriate level of support with recommendations.
Maintain member account information on the computer system.
Assure that appropriate records are maintained and required reports are prepared.
Assist other departments as needed.
Perform other related duties as assigned.