Job Description

MEMBER SERVICES ASSOCIATE

We are seeking a candidate with excellent customer skills and experience to fill an open position in our Member Services department. We are a home appliance buying cooperative that caters to over 100 members on the Northeast.

The Member Service Associate helps our members with questions and issues pertaining to all steps involved in ordering merchandise to delivery, and everything in between. The candidate will communicate with members by email and phone regarding their merchandise orders, return authorizations, product availability, direct shipments, and other items as needed quickly and thoroughly guaranteeing a professional, friendly, and pleasant manner.

The Member Service Associate will utilize knowledge of products, order entry system, and supporting Web Based Applications to assist members in their needs. The position also requires communication with multiple internal departments to obtain information to address issues and questions.

Intercounty has a commitment to excellence and the highest standards of our Member Service Department. Our values and beliefs instilled within this department, and our organization, are critical to the success and growth of the business.

RESPONSIBILITIES

· Respond to Member and potential Member inquiries on membership, products, and services.

· Perform and process account maintenance, fulfillment requests, research requests, etc. based on member needs or requests.

· Navigate system applications as needed.

· Provide timely, friendly, and accurate service in building member relationships.

· Provide guidance to members in order to meet their business needs.

· Prioritize workload based on mandatory requirements and department targets and metrics.

· Communicate with other departments and/or outside vendors as needed on member behalf.

· Recognize and escalate issues to upper management when necessary

· Educate members on proper remote use of order entry, return and inquiry applications.

· Other duties as assigned.

QUALIFICATIONS

· Minimum of 3 years of Customer Service experience.

· Basic computer knowledge in Microsoft Office Suite and internet browsers (Outlook, Word, Excel)

· Strong analytical skills with a high degree of accuracy.

· Strong positive attitude and team-oriented.

· Exceptional verbal and written communication skills.

· Ability to work in a multi-tasking environment.

· Demonstrate exceptional Member Service/Customer Service skills.

· Troubleshooting and problem-solving skills that lead to process improvement

Union position with union benefits. 35 work week.