Member Services

General Summary:

The Member Service & Sales Specialist is a customer service and sales position that interacts directly with customers across the Golden West service territory over the telephone, in-person, or via the Internet. This position assists customers with billing inquiries; new service requests; and disconnects. The Member Service and Sales Specialist completes the work for service connects and disconnects; investigates complaints and problems; sells and promotes services of the Company; and performs collection functions on delinquent accounts while interacting with new and existing customers.

Essential Job Functions:

• Provides customer service by assisting customers with billing inquiries, collection functions, new service requests, service plan changes and disconnects, and service questions and concerns.
• Ensures the protection of the privacy of information contained in member accounts.
• Promotes and sells services to new and existing customers. Engaging customers on a personal and consultative level to match services to customer needs.
• Possess strong knowledge of product features, benefits, pricing, and campaigns for internet, cable TV, and phone to sell and upsell to new and existing customers.
• Assists with outbound calling to customers for special projects, such as equipment swaps, as needed.
• Applies an upbeat customer service approach in interactions with all customers and co-workers and establishes a positive rapport.
• Works as an effective team member and supports the efforts of other departments.
• Develops and sends correspondence to customers including membership letters, informational packets, cable cost review statements, etc.
• Assists in receiving and processing customer payments.
• Adheres to the Company's call and chat protocols for all customer communication.
• Follows written procedures or oral instructions pertaining to assigned area.
• Updates and maintains reporting systems.
• Identifies and resolves billing or service complaints in a timely, accurate, and courteous manner.
• Provides follow-up with an individual customer until the question is answered or an issue is resolved.
• Provides support and assistance, as required, in training new members of the team.
• Supports all staff and department heads for special projects and/or events.
• Must be able to work on-site at a Golden West designated reporting location.
• Must be willing and able to travel to and from other Golden West business offices, as needed, to perform customer service functions.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Company products and services.
• Knowledge of Company policies and procedures.
• Knowledge of general office procedures.
• Knowledge of basic cashiering and bookkeeping practices.
• Knowledge of de-escalation tactics to effectively handle and address customer concerns.
• Excellent oral and written communication.
• Ability to prioritize and complete multiple projects.
• Problem-solving skills to identify challenges and assist in developing and implementing appropriate and effective solutions.
• Ability to operate various office equipment such as personal computers, copiers, scanners, and multi-line telephone systems.
• Ability to communicate with customers, co-workers, and various business contacts professionally and courteously.
• Ability to follow written and oral instructions.
• Ability to work with frequent interruptions.
• Ability to pay close attention to detail.
• Ability to effectively function as a team player.
• Ability to read, write, and speak Spanish proficiently preferred.
• Ability to prioritize and multi-task. Must be well organized and pay close attention to detail and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Ability to demonstrate dependability through good attendance and adherence to timelines and schedules.
• Ability to maintain strict confidentiality guidelines by Company policy.
• Ability to read and interpret a variety of instructions furnished written, verbal, and in diagram or schedule form.
• Ability to work independently and maintain efficient workflow.
• Ability to effectively function as a team player and project a positive attitude.
• Ability to make decisions by established Company policies and procedures.

Education and/or Experience:

• High School diploma or equivalent, plus two years of customer service and/or sales/marketing experience. Basic computer experience is required.

Certifications, Licenses, and Registrations:

• Must have, or be able to obtain, and maintain a valid South Dakota driver's license, have an excellent driving record, and be insurable under the Company's insurance policy.

Other Qualifications and/or Credentials:

• Must live in Golden a West Exchange.

Physical Requirements:

PHYSICAL REQUIREMENTS

0-24%

25-49%

50-74%

75-100%

Seeing:

Must be able to read computer screens and various reports.

X

Hearing:

Must be able to hear well enough to communicate with employees and industry contacts.

X

Standing/Walking:

X

Sitting

X

Climbing/Stooping/Kneeling:

X

Lifting/Pulling/Pushing:

X

Fingering/Grasping/Feeling:

Must be able to write, type, and use phone systems.

X

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate-controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Salary : $40,000 - $70,000