Member service representative Job Description

Member service representative Job Description Template

Member Service Representatives serve as primary contact for customers, handling inquiries and issues with professionalism. Responsibilities include account management, problem resolution, and promoting products or services. Expertise in customer service and communication is essential.

Responsibilities:

  • Provide exceptional customer service by answering inbound calls, responding to emails, and resolving customer inquiries and complaints
  • Process member requests, including account updates, cancellations, and new enrollments
  • Assist members in navigating the company's website and online tools
  • Adhere to quality assurance guidelines and compliance standards
  • Document all customer interactions and update customer records accurately
  • Participate in ongoing training and development to stay up-to-date on products, services, and processes
  • Collaborate with other departments to resolve complex customer issues
  • Meet or exceed performance metrics, including call volume, quality scores, and customer satisfaction ratings

Requirements:

  • Excellent communication skills: Ability to communicate effectively with customers over the phone, email or chat
  • Customer service experience: Previous experience in a customer service role, preferably in a call center or service-oriented environment
  • Problem-solving skills: Ability to identify and resolve customer issues in a timely and effective manner
  • Attention to detail: Ability to accurately record and document customer interactions and transactions
  • Ability to work in a team: Ability to work collaboratively with other team members to achieve goals and provide exceptional customer service
  • Flexibility and Adaptability: Ability to adapt to changing work environments, schedules and priorities
  • Basic Computer skills: Ability to use basic computer applications such as Microsoft Office, internet browsers and customer management systems
  • Positive attitude: Ability to maintain a positive and professional attitude when dealing with customers and colleagues, even in challenging situations