Customer Support Specialist

The Role

As a Member Services Specialist, you will be the primary point of contact for Access members, organizations, and merchants. Your responsibility will be to provide world-class customer service during every interaction. You will play a crucial role in fostering member loyalty and driving the usage of Access discounts and websites. This role primarily involves assisting customers over the phone, with occasional email support.

Key Responsibilities:

• Provide exceptional customer service to Access members, organizations, and merchants via phone.
• Spend 80-85% of your day assisting members through inbound calls.
• Educate members on website usage and available merchant discounts.
• Activate member discount cards.
• Demonstrate problem-solving skills when troubleshooting website issues with members.
• Assist with various projects as needed.
• Ensure consistent attendance and punctuality.
• Guide callers through the website and resolve any error-related queries.
• Inform customers about and cross-sell Access products when appropriate.
• Collect and report member information to the relevant department if merchants are non-compliant.

Qualifications:

• Bilingual in Spanish and English or proficient in English only is required.
• A minimum of 3 years of customer service experience is preferred.
• Experience handling travel accounts is a plus.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Internet usage; experience with databases and web-based CRM applications is a plus.
• Strong telephone, written, and verbal communication skills.
• A proven track record of building strong relationships with clients/customers over the phone is preferred.
• Understanding of loyalty programs is a significant advantage.