Join Our Team as a Member Services Supervisor!
Are you a people-first professional who thrives on delivering outstanding support and building strong relationships? New England Appliance Group (NEAG) is seeking a Member Services Supervisor to support and be the go-to resource for our valued members! You will help ensure they receive exceptional service and timely assistance from the team.
POSITION OVERVIEW:
The Member Services Supervisor plays a key role in overseeing staff, monitoring performance, and resolving escalated issues. The individual in this position must serve as a subject matter expert in member services, display solid leadership skills and deliver exceptional service and support to members of New England Appliance Group. This position is responsible for the performance metrics of the team such as time to respond to a member’s email or phone call, manage complex member concerns and develop solutions, drive member engagement initiatives, and lead process improvements to enhance the overall member experience. This individual will also collaborate cross-functionally to optimize member onboarding, communications, and event planning, and be expected to mentor and train other team members.
ESSENTIAL DUTIES / RESPONSIBILITIES:
• Lead and optimize the new member onboarding and offboarding process.
• Prepare and participate in Member related events as needed (includes meetings, shows, and trainings)
• Develop and implement member engagement strategies to increase satisfaction and retention.
• Analyze member feedback and service data to identify trends and recommend improvements.
• Lead projects to enhance member services processes, collaborating with internal teams and external partners.
• Mentor and train new team members on member services protocols and systems.
• Maintain NEAG member website documents and communications from NEAG and vendors.
• Maintain accurate and up-to-date member information in our system.
• Evaluate and recommend enhancements to CRM and member management systems.
ESSENTIAL EDUCATION / EXPERIENCE:
• Bachelor’s degree preferred or equivalent work experience.
• Minimum of 3 years’ relevant customer/member service experience in a retail or call center preferred.
SUPERVISOR EXPERIENCE:
• Prior experience supervising 2-3 direct reports.
• Annually complete/deliver a performance review for your direct reports.
• Provide direct reports with feedback on their work performance throughout the year.
• Provide direct reports with training & development opportunities.
ESSENTIAL SKILLS AND COMPETENCIES:
• Familiarity with CRM systems and data management practices.
• Strong proficiency in MS Office skills. (Outlook, Teams, Excel, Word, PowerPoint)
• Solid verbal and written communication skills and the ability to interact professionally with diverse groups. (members/vendors/co-workers)
• Must demonstrate strong customer service skills and a positive “can-do” attitude.
• Handle challenging customer situations with poise and tact.
• Self-motivated, takes the initiative, a problem solver and possesses a sense of urgency.
• Must have strong organizational skills, be detail oriented, and able to perform repetitive/multiple tasks with extremely high accuracy.
• Flexibility to work in a small office environment and take on tasks that may fall outside the primary responsibilities.
• A team player with a willingness to assist others and learn cross functional tasks
LIMITATIONS AND DISCLAIMER
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.