ABOUT OUR CLIENT:

MP's client has a mission to create a vibrant community of successful professional photographers by providing education, resources, and industry standards of excellence. MP's client has been in business for more than 150 years and while times change, their dedication to serving their 30,000 members of the photography community remain constant. They are a partner, advocate and guide for photographers navigating the increasingly complex business of photography.

JOB SUMMARY: Outbound Retention Specialist (Customer Service) - Part Time!

This position is responsible for communicating our benefits and programs that create and reinforce meaningful experiences for our members/customers. Excellent member experience will have a direct impact on our recruitment and retention goals. As the Outbound Retention Specialist, you will focus on:

• How to initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats.

• Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives.

• Seize the opportunity to promote services and benefits. It is essential that we remind members of the value of their membership and associated benefits and programs.

• Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile.

• Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.

JOB RESPONSIBILITIES: Outbound Retention Specialist (Customer Service) - Part Time!

• Contact members whose memberships are approaching expiration to remind them of the renewal process.
• Connect with members who has declined payment status to update their information to ensure successful monthly payment.
• Analyze data related to membership renewals, credit card declines, and reactivations to identify trends in areas for improvement.
• Maintain customer focus and adapt to different personality types to help resolve member/customer issues.
• Exceptional phone and verbal communications skills along with active listening.
• Resolve customer situations, within our policies and procedures. This will include identifying the member's/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.
• Outbound projects as needed.
• Develop thorough working knowledge and understanding of the organizations association database system, our website, and theLoop (our private social network).
• Assist members with signing-up for membership, renewing their membership, making demographic changes, or signing up for a convention or a webinar.
• Work within the department to audit the database for accuracy.
• Keep records of all conversations in our membership database system in a comprehensive and condensed narrative.
• Must meet individual and team goals.
• Represent the association at assigned meetings and industry tradeshows as needed.
• Assist members and sell memberships at Imaging USA in the Membership booth.
• Actively participate in group and individual training programs.
• Performs other duties as assigned.

OUR IDEAL CANDIDATE HAS:

• Education: High School Diploma or GED
• Experience: 2 years of customer service or call center experience.
• Knowledge/Skills:
  • Excellent verbal and written communication skills
  • Consistent positive attitude with the internal team and our customers
  • Great computer skills with proficiency in Microsoft Office Suite (Outlook, Excel, Word, etc.)
  • Highly organized and attention to detail
  • Ability to work independently and within a team with excellent follow up skills.
  • Strong sense of professionalism and ability to multitask.

ADDITIONAL INFORMATION:

• Compensation Expectations: $19.23 per hour (28 hours per week. $27,998.88 per year)
• Schedule/Hours: 28 hours per week. Flexible to adjust your calendar to fit the needs of the business. Normal hours are Monday - Wednesday from 9:00am - 6:00pm Eastern and Thursdays from 9:00am - 1:00pm Eastern. No Fridays!
• Benefits: No employee benefits since this is not a full-time role.
• Location: Atlanta, Georgia 30303.
• Parking Information: While our employees do pay for parking, we do offer $100 per month as a parking stipend.