Member Support Representative Levels I, II, and III

Under the supervision of the Customer Service Manager, Member Support Representative is responsible for processing inbound and outbound calls to the point of resolution, including customer service assistance, inquiries, and complaints. They will provide the highest quality service while ensuring that the caller's needs are met.

Member Support Representatives will focus on meeting monthly goals, in NPS, CPE, AHT, and more.

Responsibilities and Duties

Level I

• Support Level I (Light duty)
• When needed White Glove and Member Call back outbound calls.

Level 2

• Support Level I (Light duty) and Level II (Medium and Heavy Duty).

Level 3

• Support Level I (Light duty) and Level II (Medium and Heavy Duty).
• Educate and explain membership benefits and coverage.
• Answering all Non-Revenue questions about Member's Accounts.
• Educate and explain both the Coach-Net and Blue Compass App(s).

All Level I, II, and III

• Provide roadside assistance to customers.
• All duties listed above.
• Troubleshooting and resolving problems encountered by customers.
• Keep current on all benefit/training information.
• Keep current all company and departmental policies and procedures.
• Maintaining or exceeding minimum requirements of the MSR Standards of Measurements.
• Adhere to all company and department policies.
• Log into network and e-mail and adhere to equipment policies.
• Maintain acceptable levels of performance to include but not limited to attendance, adherence, fulfillment, and all other productivity and efficiency targets and objectives.
• Support safety and ergonomic standards.
• Acknowledging employee's birthdays and anniversaries.
• Support your fellow teammates.
• Adhere to our Core Values.
• Other duties as assigned.

Requirements:

• Minimum 1 year of Coach-Net Support experience.
• Excellent Customer Service Skills.
• Good verbal / written communication skills.
• Good analytical and problem-solving skills.
• Computer/keyboard experience and Internet knowledge.
• Ability to function in a team environment.
• Ability to think outside of the box.
• Mapping with Bing or Google maps and searching skills.
• Ability to work varied shifts and varied days off as needed.
• Bilingual-English, French, or Spanish is desirable but not required.