Job Details
Member Support - Providing technical support and guidance to company members
- Contract to hire
- One day per week in office, could progress to up to 3 days per week onsite
- Irving, Texas
Must Have:
- Excellent verbal & written communication skills
- 3+ years phone and email support for products
- External client/customer facing experience
- Call center environment experience
- 1+ year help desk experience preferred but not required
- Strong problem solving skills
- Customer Service/Product service experience
- Critical/Analytical thinking
- Reading Comprehension
Responsibilities:
- Communicate and coordinate with customers, members, field teams, business partners, distributors and suppliers to resolve issues in a timely manner
- Assist members with password reset issues via phone
- Provide support to members via troubleshooting of issues on products
- Provide website support to members via phone and at times via email or chat
- Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool
- May initiate customer contact to proactively identify and address customer needs
- Monitors the resolution process to ensure other departments follow through on requests
- Provide product and service information for members by researching multiple databases for resolution
- Follow up on member inquiries not immediately resolved
- Escalate unresolved issues to Level II support