Member Care Specialist

Do it Best•Fort Wayne, IN

43d•Onsite

About The Position

This group provides member care which includes support for members with questions, issues and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member facing support areas. If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Administrative Professional, Support, Call Center, Phone Triage

Requirements

Minimum High School Diploma or equivalent
Experience with personal computers
Knowledge of Google Suite including Docs and Sheets
Knowledge of Internet communications
Experience with training/mentoring/coaching/helping others understand a process
Problem solving experience
Experience providing phone support to end users
Good communications skills
Organized
Patience and calm demeanor
Testing / Quality assurance skills
Create and edit Google documents

Nice To Haves

Excellent phone communication skills
Ability to juggle multiple open issues and prioritize for urgency
Ability to create and edit access database applications

Responsibilities

Participate in phone support rotation / group receiving member calls.
Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, market sites.
Maintain content in areas of responsibility.
Troubleshoot reported portal and application errors.
Provide full support and administration of the Mobile Assistant program.
Provide support for our Market Savings Builder application.
Escalate calls to 2nd level support, Infrastructure or the business users as appropriate.
Monitor 2nd level call alerts keeping users updated on issue status.
Generate member reports.
Test new applications or modifications to the member facing applications.
Train and stay current on new applications and changes to the member facing applications.
Utilize call tracking software for knowledge base and historical research.
Train new member owners and Do it Best team members on system use and application.