Membership Concierge Representative

• Handle escalated customer issues, ensuring swift and effective resolution
• Answer incoming customer phone calls and chats from multiple accounts
• Respond to customer inquiries from email, voicemail, fax, and phone
• Process new customer orders from email, voicemail, fax, and phone
• Strive for first-call resolution to all client inquiries
• Provide product information and answer questions regarding existing orders
• Resolve customer service issues by evaluating customer needs and determining the best course of action
• Impact incremental sales by offering related or promotional items
• Maintain exceptional attendance and punctuality
• Adapt to changes and flexibility within a growing department
• Maintain professionalism when interacting with internal departments and customers
• Exhibit high levels of customer service to ensure smooth operations and satisfied customers
• Contribute to team success by sharing best practices and remaining open to learning from others
• Consistently meet or exceed Sales and Service Level targets
• Perform other assigned duties and projects

• Experience in a customer service environment required
• Customer service experience of at least 2 years
• Processing of billing and invoices
• Excellent communication skills
• Audio Clip needed
• Proficient in MS Excel, including PivotTables, Conditional Formatting, Charts, and Tables
• Flexible with schedule; amenable to work on holidays and weekends when required
• Experience in both sales and service-oriented fields preferred
• Professional written and verbal communication
• Experience with Click to Chat
• Prior experience in customer service or handling escalations preferred
• Accurate and quick keyboarding skills
• Previous experience in Billing preferred
• Comfortable multitasking with phone, click to chat, and multiple computer programs
• Excellent telephone customer service skills
• Ability to sell over the phone
• Strong problem-solving capabilities with a focus on customer satisfaction
• Strong communication skills, particularly when handling challenging or angry members
• Proficiency in phone systems, email platforms, text communication tools, and MS Office
• Ability to navigate sensitive or emotional situations with tact and empathy
• Excellent organizational and time management skills
• Fluent speaking in English