Member Service Center Representative II

Lions International•Oak Brook, IL

8d•$25 - $26•Hybrid

About The Position

Lions International is seeking a Member Service Center Representative II to join their Member Ops & Support Division. This role provides essential support to Lions Club Officers and members by responding to inquiries via phone, email, and written correspondence in a timely and customer-centric manner. The Representative II also acts as a second point of contact for issues that Level 1 representatives cannot resolve. The organization emphasizes its mission of service and the importance of its staff in supporting its global membership.

Requirements

High school diploma or equivalent required
Minimum 3 years of experience in a professional customer service or administrative support role.
Customer service skills, experience with a high volume of work and ability to meet deadlines.
Strong technical aptitude; comfortable utilizing various systems and tools
Experience working with Salesforce, Zendesk, Aptify or other similar technology.
Intermediate level of skill with applications such as Microsoft Word, Excel, PowerPoint and Outlook
Strong interpersonal and communications skills (written & verbal), including the ability to listen and resolve problems in a professional manner.
Ability to exercise independent judgment.
Strong problem-solving skills
Organizational skills and the ability to multi-task and adapt in a dynamic and evolving environment.
Strong attention to detail
Able to work independently as well as within a team.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

College degree ideal
Bilingual a plus

Responsibilities

Respond to member issues with a positive, friendly attitude via all member communication channels including email, phone and written correspondence.
Answer incoming phone calls, email, chat, or SMS inquiries from the public who request support from local Lions.
Ensure all inquiries receive courteous, timely, and effective support. Accurately records details of member interactions, issues, and resolutions.
Diagnose, troubleshoot, research and make recommendations regarding the appropriate course of action as it pertains to using software, administering a club or district or placing an order for club supplies. Explain step by step technical troubleshooting solutions related to all Lions International’s IT products.
Respond to member issues pertaining to Lions-facing websites including Salesforce, Lions Portal, Real time Reports, Find a Club, e-clubhouse, Lionsclubs.org or Ecommerce site. Provide appropriate resources as needed.
Utilize Business Intelligence (BI) for all publication and award inventory management and assist with any publication and award fulfillment requests.
Oversee all new club applications to ensure all required materials and fees are received. Coordinate all aspects of the new club, club branch, and Leo club charter processes, from submission of the application through the final approval process.
Serve as initial point of contact for new club applications providing customer service to stakeholders and help coach members through the process should assistance be required.
Communicate with internal divisions on issues/questions that arise during the application process and work to find solutions to applications that require additional research.
Act as point person for special charter requests (including duplicate, name changes, and merger charter requests), club sponsor requests, charter materials and provide materials to other Lions offices as needed.
Oversee Leo to Lion certification process, ensuring that members meet eligibility criteria.
Performs other responsibilities as assigned.