The Membership Support Professional II provides industry -leading member and customer service support by making outbound calls, answering inbound Tier I -II telephone and email questions, actively listening to members’ requests, and identifying the appropriate solutions. This person assists in the member renewal process, accepts credit card payments <\/span>and assists with small -batch check processing. Our Membership Support Professional II works with a sense of urgency, identifies and troubleshoots member pain points, and escalates difficult member service issues to the Lead Membership Support Professional (III) and CS Manager. This person is self -motivated and demonstrates accountability for own work. This person is also part of a high -performing, results -driven domestic and international Salesforce -centric team collaborating cross -functionally and sharing knowledge to ensure a seamless customer service experience.<\/span> <\/p> <\/span> <\/p> Essential Functions:<\/span> <\/span><\/b> <\/p> 1.<\/span> <\/p><\/td> Provide industry -leading customer care, member assistance, and payment support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems.<\/span> <\/p><\/td><\/tr> 2 .<\/span><\/span> <\/p><\/td> Develop rapport, evaluate the customer and or member needs, determine solutions, including exposing the customer to other options not considered through upselling and cross -selling techniques.<\/span> <\/p><\/td><\/tr> 3 .<\/span><\/span> <\/p><\/td> Manage day -to -day communications with members for assigned clients across email, phone, and digital tools; Complete, accurate documentation is utilizing the established company digital tools, ticketing system, and software (Salesforce) required for each call or email; Escalate tickets to the international team as necessary.<\/span> <\/p><\/td><\/tr> 4.<\/span> <\/p><\/td> Determine charges for services requested, collect deposits or payments by credit card, scan check payments and/or arrange small -batch check processing.<\/span> <\/p><\/td><\/tr> 5 .<\/span><\/span> <\/p><\/td> Perform outbound customer success service calls/emails to advise members of any on -going issues and ensure the customer is aware of any escalations and receives timely communications. Escalate long -standing or critical issues to the Lead MSP or CS Manager.<\/span> <\/p><\/td><\/tr> 6.<\/span> <\/p><\/td> Assist with the account renewal process and support the international teams to ensure a seamless customer/member experience.<\/span> <\/p><\/td><\/tr> 7 .<\/span><\/span> <\/p><\/td> Identify and troubleshoot member problems by clarifying the<\/span> member's pain point; determining the root cause of the <\/span>pain point and escalating to the proper resource to ensure a quick resolution.<\/span><\/span> <\/p><\/td><\/tr> 8 .<\/span><\/span> <\/p><\/td> Follow company safety regulations and company policies; Performs other duties as assigned.<\/span> <\/p><\/td><\/tr><\/tbody><\/table> Secondary Functions and Responsibilities<\/span> <\/h3> 1.<\/span> <\/p><\/td> Develop and maintain a broad knowledge of the company's products and services<\/span> .<\/span> <\/p><\/td><\/tr> 2.<\/span> <\/p><\/td> Collaborate cross -functionally with domestic and international Aplusify Teams to ensure a seamless customer service experience<\/span>.<\/span> <\/p><\/td><\/tr><\/tbody><\/table> Knowledge, Skills, and Abilities (KSAs)<\/span> <\/h2> Knowledge:<\/span><\/i> <\/p> â <\/span><\/span><\/span> Product Knowledge<\/span><\/b> — Proficient knowledge of Company services that might include having acquired information about its application, function, features, use, and support requirements.<\/span> <\/p> â <\/span><\/span><\/span> Administration<\/span><\/b> — Proficient knowledge of administrative and clerical procedures and systems such as data management, managing files and records, typing, designing forms, and other office procedures and terminology.<\/span> <\/p> Skill:<\/span> <\/span><\/i> <\/p> â <\/span><\/span><\/span> Proficient Customer Success Skills <\/span><\/b> — Exhibiting commitment and dedication to customer satisfaction by understanding needs, developing rapport, building relationships, and providing clients with the most comprehensive and efficient service or sales solutions possible.<\/span> <\/p> â <\/span><\/span><\/span> Proficient <\/span>Computer Skills <\/span><\/span><\/b> — Using Windows -based applications, including Outlook, Internet Explorer, Word, Excel, and Access, IM, and social media platforms. Business intelligence (BI) tools, CRM, Zendesk, Salesforce Sales Cloud, Salesforce CPQ, or similar tools preferred.<\/span> <\/p> â <\/span><\/span><\/span> Proficient Communication Skills <\/span><\/b> — Effectively sharing ideas through face -to -face interactions, phone conversations, and digital communications clearly and concisely.<\/span> <\/p> â <\/span><\/span><\/span> Proficient <\/span>Troubleshooting Skills <\/span><\/b> — Determining causes of customer service issues and deciding what to do about it.<\/span> <\/p> â <\/span><\/span><\/span> Proficient Organizational Skills <\/span><\/b> <\/span>— <\/b>Working systematically to achieve results as planned, including handling multiple orders and numerous moving pieces to ensure success.<\/span> <\/p> â <\/span><\/span><\/span> Proficient Attention to Detail Skills<\/span><\/b> — Achieving <\/span>thoroughness and accuracy when accomplishing a task through concern for all the areas involved.<\/span> <\/p> Ability:<\/span><\/i> <\/span><\/i> <\/p> â <\/span><\/span><\/span> Fostering Teamwork <\/span><\/b> – Ability to work cooperatively with others on a team or as a team leader helping the team to adapt to changing requirements, deadlines, and priorities. Exhibits a willingness to learn and share knowledge with others.<\/span> <\/p> â <\/span><\/span><\/span> Self -Motivated <\/span><\/b> — <\/b>Ability to find your motivation to accomplish a task, even when challenging, without giving up or needing another's encouragement.<\/span> <\/p> â <\/span><\/span><\/span> Adaptable <\/span><\/b> —Ability to maintain effectiveness when experiencing major changes or high -stress situations in work tasks or the work environment. Stays organized, manages workflow, and follows the rules and procedures.<\/span> <\/p> â <\/span><\/span><\/span> Learning Agility<\/span><\/b> — Ability to learn from experience and the ability to apply what you've learned for effective performance in new or unfamiliar conditions.<\/span> <\/p> â <\/span><\/span><\/span> Cross -cultural Awareness<\/span><\/b> — Ability to work effectively in diverse and cross -cultural environments and cross -cultural situations.<\/span> <\/p> <\/div><\/span>