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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 paymentsand 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.
Essential Functions:
1.
Provide industry-leading customer care,member assistance, and payment support by asking probing questions, activelylistening, building rapport, demonstrating respect, being informative, andunderstanding the customer's needs, requests, or problems.
2.
Develop rapport, evaluate the customer andor member needs, determine solutions, including exposing the customer toother options not considered through upselling and cross-selling techniques.
3.
Manage day-to-day communications withmembers for assigned clients across email, phone, and digital tools;Complete, accurate documentation is utilizing the established company digitaltools, ticketing system, and software (Salesforce) required for each call oremail; Escalate tickets to the international team as necessary.
4.
Determine charges for services requested,collect deposits or payments by credit card, scan check payments and/orarrange small-batch check processing.
5.
Perform outbound customer success servicecalls/emails to advise members of any on-going issues and ensure the customeris aware of any escalations and receives timely communications. Escalatelong-standing or critical issues to the Lead MSP or CS Manager.
6.
Assist with the account renewal process andsupport the international teams to ensure a seamless customer/memberexperience.
7.
Identify and troubleshoot member problems by clarifying the member's pain point; determining the root cause of the painpoint and escalating to the proper resource toensure a quick resolution.
8.
Follow company safety regulations andcompany policies; Performs other duties as assigned.
Secondary Functions and Responsibilities
1.
Develop and maintain a broadknowledge of the company's products and services.
2.
Collaborate cross-functionally with domestic and international Aplusify Teams to ensurea seamless customer service experience.
Knowledge, Skills, and Abilities (KSAs)
Knowledge:
• Product Knowledge - Proficient knowledge of Company services that might include having acquired information about its application, function, features, use, and support requirements.
• Administration - 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.
Skill:
• Proficient Customer Success Skills - 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.
• ProficientComputer Skills - 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.
• Proficient Communication Skills - Effectively sharing ideas through face-to-face interactions, phone conversations, and digital communications clearly and concisely.
• ProficientTroubleshooting Skills - Determining causes of customer service issues and deciding what to do about it.
• Proficient Organizational Skills -Working systematically to achieve results as planned, including handling multiple orders and numerous moving pieces to ensure success.
• Proficient Attention to Detail Skills - Achievingthoroughness and accuracy when accomplishing a task through concern for all the areas involved.
Ability:
• Fostering Teamwork - 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.
• Self-Motivated -Ability to find your motivation to accomplish a task, even when challenging, without giving up or needing another's encouragement.
• Adaptable -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.
• Learning Agility - Ability to learn from experience and the ability to apply what you've learned for effective performance in new or unfamiliar conditions.
• Cross-cultural Awareness - Ability to work effectively in diverse and cross-cultural environments and cross-cultural situations.
Requirements
High School diploma or GED with 3-5 years' successful customer service experience or 1+ years as an Aplusify Membership Support Professional I. 2+ years of call center experience is highly preferred. MS Office/PC skills required. Customer Relationship Management (CRM), ERP, Call Center documenting system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools highly preferred. Typing 50-75 words per minute is highly preferred. ICSA Certification as a Certified Customer Service Professional (CCSP) will be considered.
Position Type/Expected Hours of Work: This is a full-time position, and hours of work and days are Monday through Friday from 9:00 a.m. to 6:00 p.m. or as scheduled by your manager.