Member Service Specialist

Masis Professional Group has partnered with MHEC and is seeking a Member Services Specialist in Hadley, MA.

MHEC is hiring! As an MHEC Member Service Specialists, you support our 3,000 customer base by successfully executing the strategy of the member services team, supporting new and existing members daily, driving growth and helping increase member spend, and provide overall partnership satisfaction.

Come join our high-performance team of professionals that work hard and like to have fun. Our benefits:

• Competitive salary with bonus program
• Health and Life Insurance
• 403B with company match
• Exceptional Paid time off program
• Compensation Range: Salary of $55,000-$65,000 per year.

This role is not to sit back and wait for the phone to ring role. Your Goal? Support new and existing members (customers) to ensure they are realizing the full benefit of using MHEC contracts. This includes:

Customer Service:

• Serve as the primary point of contact for member inquiries via phone, email, and chat
• Resolve member issues efficiently and professionally, ensuring high satisfaction
• Softly upsell other opportunities for member engagement, providing information that may result in a more engaged member or awareness of available opportunities
• Maintain accurate records of member interactions and transactions in CRM systems
• Collaborate with internal departments to address member needs and follow up on outstanding issues.

Operational Support:

• Identify process improvements and contribute to the development of best practices
• Providing exceptional, timely customer service daily
• Actively engage the membership through phone campaigns
• Ensuring membership tools and collateral materials are current and readily available
• Recognizing opportunities to connect members to our supplier offerings, and willingly engage in the opportunity to softly sell our value
• Supporting new member onboarding and member training
• Preparing data driven reports that support securing new members
• Actively engaging in member and supplier events, highlighting the benefits of MHEC
• A continuous improvement and member enhancement opportunities driven mindset

These are the traits you’ll need to be successful

• Ethical. Follow our processes under strict compliance rules with 100% integrity.
• Resilient. Take on challenges and when we miss the mark, try again.
• Creative. Think out of the box and always ask yourself what else we can try.
• Self-Directed Juggler. Work independently and get things done.
• Cultivator: Develop and maintain collaborative internal and external relationships.
• Articulate. Provide accurate information on a timely basis and listen attentively to needs.
• Analytical. Use data to tell a story that creates opportunity.
• Driven. Passion for exceeding expectations.

Education/Qualifications

• 2 years in a direct customer service role
• Willingly engages in conversations with others and can sell the organizations value proposition
• Experience creating reports from data and navigating the internet for business information
• Demonstrated experience servicing customers, supporting requests and following through
• Strong math skills and the ability to analyze information
• Proficient in Microsoft Office Suite; Strong Excel and PowerPoint required.
• Bachelor’s degree desired, supply chain, marketing, or management preferred
• Prior experience working in a business-to-business environment a plus

Physical Working Environment:

• Office work environment: Monday – Friday
• Position is primarily sedentary with extensive computer and telephone work
• Occasional regional travel is required to meet with members and to attend events and trade shows. You must have reliable transportation to meet this requirement.

Additional Information

• This description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. No sponsorship is available for this position. Candidates must be legally eligible to work in the United States. Applicants who are made an offer of employment will be required to pass a criminal background check.