Job Description
In this key member care role, you’ll send welcome notes to new members and thank then for their support of the organization. Send checkin email to see how things are going with members. Place a narrative in Constant Contact emails. Handle emails from people who are thinking about non renewal. You’ll listen patiently and empathetically, track information, and apply consultative skills regarding our services/pricing. Your knack for problem-solving will not only diffuse situations, but point out new value and result in an upsell.
Responsibilities:
• Beyond a passion for the customer and ability for relationships, you’ll have general knowledge of current marketing offers.
• Contact customer in delinquent status to work to resolve billing disputes or collect
outstanding balances.
• Consult with and research customer concerns; explain billing charges and credits.
• Process paperwork for disconnects on member accounts classified as non-collectable.
• Support marketing department by sending quarterly surveys.
* Send monthly reports to supervisors.
Experience:
• Basic computer/keyboarding skills.
• Capacity for listening, dealing and confrontation, and overcoming objections.
* Retail or Hospitality experience.
• Sales experience required (2+ years in a commissioned based environment preferred).
Education Requirements:
• High school diploma or general education degree (GED) necessary.