The Membership Support Professional II provides industry -leading
member and customer service support by making outbound calls, answering inbound
Tier I -II telephone and email questions, actively listening to members’
requests, and identifying the appropriate solutions. This person assists in the
member renewal process, accepts credit card payments <\/span>and assists with small -batch check
processing. Our Membership Support Professional II works with a sense of
urgency, identifies and troubleshoots member pain points, and escalates
difficult member service issues to the Lead Membership Support Professional
(III) and CS Manager. This person is self -motivated and demonstrates
accountability for own work. This person is also part of a high -performing,
results -driven domestic and international Salesforce -centric team collaborating
cross -functionally and sharing knowledge to ensure a seamless customer service
experience.<\/span>
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Essential
Functions:<\/span> <\/span><\/b> 1.<\/span> Provide industry -leading customer care,
member assistance, and payment support by asking probing questions, actively
listening, building rapport, demonstrating respect, being informative, and
understanding the customer’s needs, requests, or problems.<\/span> 2.<\/span><\/span> Develop rapport, evaluate the customer and
or member needs, determine solutions, including exposing the customer to
other options not considered through upselling and cross -selling techniques.<\/span> 3.<\/span><\/span> Manage day -to -day communications with
members for assigned clients across email, phone, and digital tools;
Complete, accurate documentation is utilizing the established company digital
tools, ticketing system, and software (Salesforce) required for each call or
email; Escalate tickets to the international team as necessary.<\/span> 4.<\/span> Determine charges for services requested,
collect deposits or payments by credit card, scan check payments and/or
arrange small -batch check processing.<\/span> 5.<\/span><\/span> Perform outbound customer success service
calls/emails to advise members of any on -going issues and ensure the customer
is aware of any escalations and receives timely communications. Escalate
long -standing or critical issues to the Lead MSP or CS Manager.<\/span> 6.<\/span> Assist with the account renewal process and
support the international teams to ensure a seamless customer/member
experience.<\/span> 7.<\/span><\/span> Identify and troubleshoot member problems by clarifying the<\/span> member's pain point; determining the root cause of the <\/span>pain
point and escalating to the proper resource to
ensure a quick resolution.<\/span><\/span> 8.<\/span><\/span> Follow company safety regulations and
company policies; Performs other duties as assigned.<\/span> 1.<\/span> Develop and maintain a broad
knowledge of the company's products and services<\/span>.<\/span> 2.<\/span> Collaborate cross -functionally with domestic and international Aplusify Teams to ensure
a seamless customer service experience<\/span>.<\/span> Knowledge:<\/span><\/i> â <\/span><\/span><\/span>Product Knowledge<\/span><\/b> — Proficient
knowledge of Company services that might include having acquired information
about its application, function, features, use, and support requirements.<\/span> â <\/span><\/span><\/span>Administration<\/span><\/b> — Proficient
knowledge of administrative and clerical procedures and systems such as data
management, managing files and records, typing, designing forms, and other
office procedures and terminology.<\/span> Skill:<\/span> <\/span><\/i> â <\/span><\/span><\/span>Proficient Customer Success Skills <\/span><\/b>— Exhibiting commitment and dedication to customer satisfaction by
understanding needs, developing rapport, building relationships, and providing
clients with the most comprehensive and efficient service or sales solutions
possible.<\/span> â <\/span><\/span><\/span>Proficient <\/span>Computer Skills <\/span><\/span><\/b>— Using Windows -based applications, including Outlook,
Internet Explorer, Word, Excel, and Access, IM, and social media platforms.
Business intelligence (BI) tools, CRM, Zendesk, Salesforce Sales Cloud,
Salesforce CPQ, or similar tools preferred.<\/span> â <\/span><\/span><\/span>Proficient Communication Skills <\/span><\/b>— Effectively sharing ideas through face -to -face interactions, phone
conversations, and digital communications clearly and concisely.<\/span> â <\/span><\/span><\/span>Proficient <\/span>Troubleshooting
Skills <\/span><\/b>— Determining causes of customer service
issues and deciding what to do about it.<\/span> â <\/span><\/span><\/span>Proficient Organizational Skills <\/span><\/b> <\/span>— <\/b>Working systematically to achieve results as planned, including
handling multiple orders and numerous moving pieces to ensure success.<\/span> â <\/span><\/span><\/span>Proficient Attention to Detail Skills<\/span><\/b> — Achieving <\/span>thoroughness and
accuracy when accomplishing a task through concern for all the areas involved.<\/span> Ability:<\/span><\/i> <\/span><\/i> â <\/span><\/span><\/span>Fostering Teamwork <\/span><\/b>– Ability to
work cooperatively with others on a team or as a team leader helping the team
to adapt to changing requirements, deadlines, and priorities. Exhibits a
willingness to learn and share knowledge with others.<\/span> â <\/span><\/span><\/span>Self -Motivated <\/span><\/b>— <\/b>Ability to find your motivation to
accomplish a task, even when challenging, without giving up or needing
another's encouragement.<\/span> â <\/span><\/span><\/span>Adaptable <\/span><\/b>—Ability to
maintain effectiveness when experiencing major changes or high -stress
situations in work tasks or the work environment. Stays organized, manages
workflow, and follows the rules and procedures.<\/span> â <\/span><\/span><\/span>Learning Agility<\/span><\/b> — Ability to
learn from experience and the ability to apply what you've learned for
effective performance in new or unfamiliar conditions.<\/span> â <\/span><\/span><\/span>Cross -cultural Awareness<\/span><\/b> —
Ability to work effectively in diverse and cross -cultural environments and
cross -cultural situations.<\/span> High School diploma or GED with 3 -5 years’ successful customer service
experience or 1+ years as an Aplusify Membership Support Professional I. 2+
years of call center experience is highly preferred. MS Office/PC skills
required. Customer Relationship Management (CRM), ERP, Call Center documenting
system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools highly
preferred. Typing 50 -75 words per minute is highly preferred. ICSA
Certification as a Certified Customer Service Professional (CCSP) will be considered.<\/span> Position
Type/Expected Hours of Work: <\/span><\/b>This
is a full -time position, and hours of work and days are Monday through Friday
from 9:00 a.m. to <\/span>6:<\/span>00 p.m. or as scheduled by your manager.<\/span><\/span>
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<\/p><\/td><\/tr><\/tbody><\/table>Secondary Functions and Responsibilities<\/span>
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<\/p><\/td><\/tr><\/tbody><\/table>Knowledge,
Skills, and Abilities (KSAs)<\/span>
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<\/div><\/span>Requirements<\/h3>
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