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

• Fluent in English 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