The Member Specialist is responsible for providing high quality customer care service via phone, chat, and email, and assuring our loyalty program’s KPIs are achieved. This position demands a highly motivated individual with excellent communicational, organizational and interpersonal skills.
Provide exceptional member service
Recommend and develop marketing strategies
Deliver value-added services to current and prospective members
Work closely with the team to achieve department goals
Analysis of program data and results
Multi-channel support – calls, tickets, emails
Push Strategy with outbound calls – telemarketing
Content development and translation from English to Portuguese
Excellent and professional oral and written communication skills
Strong organizational and interpersonal skills
Ability to collaborate and work in a team environment
Excellent analytical and problem-solution skills
Strong computer/system skills
Ability to meet established productivity, effectiveness, and quality assurance goals
Strong system skills and ability to learn, retain and apply large amounts of service information
Ability to work in a structured environment; take scheduled lunches and be able to work on certain holidays
Flexibility in responding to change or business needs
Outstanding attendance and punctuality
Ability to work independently and learn on the fly
Ability to handle cross-channel communications – outbound calls, chats, emails, face-to-face presentations
Excellent attention to detail
Ability to analyze data and be able to determine when the task can’t not be resolved and escalated
Ability to handle a well-structure operation by being able to attend members while checking for information and updating the system status
Provide a warm and professional image and your customers will rave about their experience.
Possess a strong work ethic with the ability to work independently.
Experience & Knowledge
Must be Bilingual – excellent writing and oral skills. English and Portuguese.
Minimum 1-3 years related experience. The ideal candidate must have knowledge of professional marketing and customer service. This includes marketing strategy, customer retention and customer satisfaction.
Knowledge of customer service principles and processes. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Intermediate level of Excel (pivot tables, conditional formatting, data lookup and formulas)
Proficiency in Microsoft Word, Outlook and PowerPoint required
Associate and/or Bachelor degree in Business Administration, Marketing, Sales and/or Business required.