Member Relations Agent
About The Position
What You'll Do: Provide Concierge-Level service to Good Sam members, handling a wide variety of inquiries regarding Good Sam's multiple and varied products and services Field inbound calls, emails and/or chats to assist with customer resolution within the parameters of defined business rules and standard operational procedures Strive to retain customer business when members call to cancel existing services Utilize a windows-based computer system to navigate, internal customer management systems as well as company websites and Microsoft communication tools including Outlook and Teams Handle calls for additional products and services as needed Perform other duties as assigned Essential Job Skills: Strong communication and problem-solving skills and can make quick decisions in a high paced environment Exemplary customer service phone skills including de-escalation, call control, and one-call resolution Fundamental computer skills including website navigation and typing Basic writing, spelling and grammar skills necessary to draft fax, e-mail, or written correspondence to customers, other team members and company Managers Ability and desire to learn camping and RV product line in customer centric, sales-focused environment Past professional experience and employment history (has maintained long-term employment with one or more previous employers)
Requirements
- High school diploma or equivalent; college degree or some college preferred
- At least one year in a call center setting with customer service or retention experience preferred
- Strong interpersonal, verbal/written communication and listing abilities required
- Must have effective organizational and time-management skills
- Basic computer knowledge and ability to learn in-house computer programs essential
- Strong communication and problem-solving skills and can make quick decisions in a high paced environment
- Exemplary customer service phone skills including de-escalation, call control, and one-call resolution
- Fundamental computer skills including website navigation and typing
- Basic writing, spelling and grammar skills necessary to draft fax, e-mail, or written correspondence to customers, other team members and company Managers
- Ability and desire to learn camping and RV product line in customer centric, sales-focused environment
- Past professional experience and employment history (has maintained long-term employment with one or more previous employers)
Responsibilities
- Provide Concierge-Level service to Good Sam members, handling a wide variety of inquiries regarding Good Sam's multiple and varied products and services
- Field inbound calls, emails and/or chats to assist with customer resolution within the parameters of defined business rules and standard operational procedures
- Strive to retain customer business when members call to cancel existing services
- Utilize a windows-based computer system to navigate, internal customer management systems as well as company websites and Microsoft communication tools including Outlook and Teams
- Handle calls for additional products and services as needed
- Perform other duties as assigned
Benefits
- Paid Time Off
- 401(k)
- Employee Assistance Program
- Good Sam Roadside Assistance
- discounts
- paid parental leave (if eligibility is met)
- Tuition Reimbursement (if eligibility is met)
- on the job training opportunities
- medical
- dental
- vision
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
