Member Services Supervisor
About The Position
The Member Service Supervisor role is an integral part of GOVX Member Support Operations, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. The role supports the day-to-day business success through process, product, quality assurance, digital and escalation support. This is a full-time, exempt position that is 100% in-office, requiring 5 days per week at the GOVX fulfillment Center in La Verge, TN. The work schedule may vary depending on volume demands. This position is not eligible for relocation allowance or sponsorship. Training for this position may require travel to the GOVX corporate office in San Diego, CA, with travel expenses paid by the company.
Requirements
- High School graduation required
- 2-4 years of experience in customer service, preferably in an e-commerce setting.
- 1-year experience as a shift leader, team leader or like experience.
- Strong ability to intake information at high volume to prioritize actions and next steps.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- High level of quality and accuracy demonstrated in prior roles
- A history of reliable shift coverage and adherence to work schedules in prior roles.
- Ability to perform well in a highly dynamic, diverse, and rapidly changing environment.
- Candidates with prior GOVX experience must have proven performance in these areas.
- Successful completion of a background check and drug testing prior to starting employment.
Nice To Haves
- College degree preferred
Responsibilities
- Supervise a team of Member Service Experts, providing “helpdesk” style support for product, process, digital channels, and escalations.
- Provide direction, guidance, and training to support day-to-day operational questions for a large team of Experts in person.
- Coordinate staff, workflows, and member traffic daily to drive team production and promote team success.
- Provide leadership and guidance to the Member Services team during times of high-volume traffic to ensure service levels are met.
- Manage escalated customer situations with the utmost professionalism, using win-win methods and tactics to maintain customer satisfaction.
- Track, trend, and problem-solve customer and business challenges to improve procedures.
- Provide case solution support as business needs dictate.
- Support vendors, including all GOVX affiliate partners, vendors, and brands.
- Collaborate with stakeholders (e.g., Category Managers, Partner Success, Accounts).
- Complete department projects and special assignments on time, as business needs dictate.
- Assist with team projects and other duties as needed to meet business objectives.
Benefits
- Paid Time Off
- Paid Sick Leave
- Paid Holidays
- 401(k) plan with discretionary match available
- Medical, Dental, Vision, and Life Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
- Employee Referral Program
- Collaborative work environment in a modern office, stocked with drinks and snacks.
- Discounts on the GOVX website
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
11-50 employees
