Member Services Representative
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About The Position
Join our team as a Member Services Representative and become an integral part of our organization's success! Are you passionate about providing exceptional customer experiences? Do you thrive in a fast-paced and dynamic environment? The Member Services team is responsible for a wide variety of functions and is tasked with learning all relevant details about PCA benefits, services, and programs to ensure exceptional customer service. Team members must have a high capacity for retaining many details and ongoing changes. The Porsche Club of America (PCA) is a club for Porsche owners, supporting 160,000 members and 148 regions (chapters) through various means such as processing memberships, planning events, providing educational programs, producing a monthly magazine, and connecting members to resources. The Member Services team assists members and prospective members who contact us by phone, email, mail, and in person. Membership accounts are handled online, so our team members must be familiar with all common internet browsers. The role involves a high volume of data entry, requiring attention to detail and accuracy. Essential functions include answering and responding to requests from current members, prospective members, volunteers, and staff while providing exceptional customer service through effective verbal and written communication skills. Representatives must respond professionally and empathetically to distressed customers, determining the necessary actions to correct any issues and notifying other department personnel as appropriate. Comfort with technology and the ability to operate modern devices and software effectively is crucial. Additionally, representatives will identify and analyze customer needs, assist with routine inquiries regarding PCA benefits and services, maintain accurate database records, handle event registrations, and resolve customer problems or requests. Developing and maintaining an in-depth knowledge of PCA websites and microsites is essential, as representatives provide navigational advice, training, and user support to members and callers. Other duties include preparing and shipping packages, unpacking and moving boxes, and maintaining organized storage areas. This is a full-time position with a focus on serving members and working as a team, emphasizing the importance of high performance and excellence in service.
