Job Description
Job Title: Member Success Team Employee
Status: Exempt/Full Time
Reports to: MST Manager
POSITION SUMMARY 2 positions available - One in White Plains, NY and the other in Goshen, NY
The Member Success Team employee is responsible for providing effective customer service for all members by using knowledge of the Hudson Gateway Association of Realtors (HGAR) and OneKey® MLS to interact with members and provide information in response to questions, concerns and complaints by phone and Internet.
Expert communication and listening skills are a must for this challenging and rewarding position which is often the “face” of the Association to the members. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, the Member Success Team employee is able to solve the issue and provide a positive customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITES: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.
· Respond to member inquiries via phone, email, chat, and voicemail using a ticketing software system.
· Answer a high volume of calls on a daily basis.
· Assist members with website and software navigation.
· Follow up with members via email or phone call in a timely manner.
· Process members questions according to established department policies and procedures.
· Work closely with the accounting department to resolve billing issues.
· Listen, document, and help resolve conflicts with members.
· Continually learn about Association programs and initiatives to communicate them accurately for members.
· Provide timely feedback to Association Leadership regarding challenges or member concerns.
· Complete special projects for the Association as necessary.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· High School Diploma/GED required.
· Experience working in a call center environment.
· Excellent verbal and written communications skills.
· Working knowledge of Microsoft Office applications.
· Ability to learn new software quickly.
· Detailed oriented, with exceptional organizational and customer service skills.
· Ability to function effectively in a variety of challenging situations and circumstances, including demanding members, time sensitive initiatives, and evolving goals and objectives.
· Ability to work effectively with co-workers, members, and others by sharing ideas in a constructive and positive manner.
· Excellent work ethic and attendance.
· Experience or working knowledge with Zendesk Support & Talk a plus, although not necessary.
· Experience or working with Microsoft Teams is a plus, although not necessary.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
· Ability to walk, stand, and sit for prolonged periods of time.
· Ability to speak concisely and effectively communicate.
· Ability to view/enter data for prolonged periods of time.
DIVERSITY, EQUITY, & INCLUSION STATEMENT
HGAR is committed to creating a more diverse, equitable, and inclusive professional community in which all members are empowered to learn, thrive, and work as agents of change. We commit to diversifying our membership, creating a deeply diverse, equitable, and inclusive organization, and embedding inclusive practices in the ways we work and learn with one another.
Job Type: Full-time
Pay: $35,500.00 - $37,440.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Weekly day range:
Work setting:
Experience:
- Multi-line phone systems: 2 years (Preferred)
Work Location: In person