Position Summary
To assist members and potential members with their telephone requests; explains services, responds to problems, cross sells services, and directs phone calls to the appropriate area while providing excellent member service experience.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone requests; answers questions about basic products and services, researches records and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
- Identifies cross-sell opportunities and cross-sells services to members.
- Assists in the Member Service Line Representative training program.
- Assures that appropriate records are maintained, all member contacts are entered into event tracker, and required reports are prepared.
- Assists other departments as needed.
- Performs other related duties as assigned.
Knowledge and Skills:
Experience:Â One year to three years of similar or related experience.Â
Education:Â A high school education or GED.
Interpersonal Skills:Â Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills:Â Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.
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Physical Requirements/Work Environment:Â Work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, etc. Employees work primarily in an office setting under generally favorable working conditions. The job requires walking, sitting, bending, stooping, standing for long periods of time, or similar activities. Employees frequently lift objects up to 25 pounds, occasional lift heavy objects from 26 to 50 pounds, yet seldom from 51 to 100 pounds.
