Associate Member Care Specialist Job
Sep 4, 2019
Westborough-Home Office, MA, US, 01581
BJ's Wholesale Club, Inc.
BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we're a multibillion dollar operation with more than 200 clubs in 17 states from Maine to Florida.
While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members love us for providing a supportive and engaging workplace that's committed to developing great talent.
If you're a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ's offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you succeed.
The Associate Member Care Specialist is responsible for managing Member Care's knowledge repository, continuously improving all Member Care processes, and monitoring quality of interactions with Members.
+ Manages Member Care knowledge repository by updating knowledge base articles and external FAQs. Uses ticket audits and feedback from Member Care vendor partner to identify other opportunities to clarify and improve documentation.
+ Regularly meets with key business areas to review and update related knowledge base content. Shares updates with the Member Care team. Monitors BJ's Connect and other communications to proactively identify information that needs to be shared with Member Care.
+ Regularly reviews and audits ticket documentation and listens to Member calls to identify coaching opportunities. Shares coaching opportunities with vendor partner. Follows up on areas of concern to assess improvement.
+ Serves as internal subject matter expert on Member Care policies and procedures.
+ Provides guidance to call center team on Member issues that have been escalated to BJ's executives.
+ Bachelor's Degree
+ 1+ years of relevant experience
+ Must have excellent verbal and written communication skills and problem-solving skills
+ Ability to work independently, multi-task and manage own time
BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.
Nearest Major Market: Worcester