Torchora
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Key Responsibilities and Required Skills for Member Services Agent

💰 $45,000 - $60,000

Customer ServiceClient SupportMembership ServicesAdministration

🎯 Role Definition

As a Member Services Agent, you are the cornerstone of our member experience. You will be the first point of contact for our diverse membership base, providing expert guidance, resolving issues with empathy and efficiency, and championing the value of our community. You will serve as a brand ambassador, building rapport and fostering long-term loyalty through every call, email, and chat. This role is perfect for a natural problem-solver and communicator who thrives on helping others and wants to make a tangible impact on member satisfaction and retention.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Call Center Agent
  • Administrative Assistant
  • Hospitality or Retail Associate

Advancement To:

  • Senior Member Services Agent / Tier 2 Support
  • Member Services Team Lead or Supervisor
  • Member Retention Specialist
  • Member Onboarding Coordinator

Lateral Moves:

  • Community Engagement Coordinator
  • Sales Support Specialist
  • Junior Account Manager

Core Responsibilities

Primary Functions

  • Serve as the primary, front-line point of contact for all member inquiries via phone, email, and live chat, delivering timely, accurate, and professional support.
  • Proactively resolve complex member issues by investigating problems, identifying root causes, and collaborating with internal teams to provide a satisfactory resolution.
  • Educate members on the full range of benefits, services, programs, and digital tools available to them, ensuring they are maximizing the value of their membership.
  • Process new member applications, renewals, upgrades, and cancellations with a high degree of accuracy and attention to detail.
  • Master our internal CRM and database systems to meticulously maintain and update member records, ensuring data integrity for all accounts.
  • Handle sensitive billing inquiries, process payments securely, and resolve discrepancies with patience and clarity, adhering to all financial policies.
  • De-escalate challenging member situations with empathy and professionalism, transforming potentially negative experiences into positive, loyalty-building outcomes.
  • Onboard new members by providing comprehensive welcome orientations, guiding them through our digital platforms, and ensuring a positive initial experience.
  • Conduct outbound follow-up and welcome calls to new or at-risk members to foster engagement and offer personalized assistance.
  • Document all member interactions, inquiries, and resolutions comprehensively within our ticketing system for tracking, reporting, and quality assurance.
  • Contribute directly to member retention efforts by identifying at-risk members, understanding their concerns, and implementing proactive solutions to retain their business.
  • Stay current on all organizational policies, product offerings, pricing, and promotions to provide consistent and reliable information to members.
  • Gather, analyze, and report on member feedback to help identify trends, service gaps, and opportunities for systemic improvement.
  • Achieve and exceed key performance indicators (KPIs), including first-contact resolution, member satisfaction scores (CSAT), and response time targets.
  • Provide navigational support and technical troubleshooting for members using our website, member portal, and mobile applications.
  • Build and nurture lasting relationships with members, acting as their trusted advocate within the organization.
  • Manage high-volume inbound and outbound communication queues effectively, prioritizing tasks to meet service level agreements (SLAs).
  • Collaborate with the marketing and events teams by assisting with member communications and registration for webinars and events.
  • Identify opportunities to upsell or cross-sell additional services or upgraded membership tiers where it provides clear value to the member.
  • Assist with administrative duties related to membership management, such as mailing welcome packets, processing returned mail, and generating standard reports.
  • Adhere to all brand standards, compliance guidelines, and data privacy protocols in every member interaction.

Secondary Functions

  • Contribute to the internal knowledge base by documenting common member issues and creating standardized resolution guides.
  • Assist the marketing team by identifying and collecting positive member testimonials and success stories.
  • Participate in user acceptance testing (UAT) for new CRM features or member portal enhancements before they are launched.
  • Support ad-hoc projects from the Member Services leadership team aimed at improving operational efficiency and the overall member journey.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM Software Proficiency: Hands-on experience with CRM platforms like Salesforce, Zendesk, or similar systems for managing customer relationships and tracking interactions.
  • Microsoft Office Suite: Strong capability in using Word, Excel, and Outlook for communication, data entry, and basic reporting.
  • Ticketing Systems: Familiarity with helpdesk software such as Jira Service Desk, Freshdesk, or ServiceNow for logging and resolving member issues.
  • Data Entry & Typing Speed: High accuracy and a minimum typing speed of 45 WPM to ensure efficient and precise record-keeping.
  • Multi-line Phone Systems: Experience managing high-volume inbound and outbound calls in a professional setting.
  • Billing & Payment Processing: Knowledge of secure payment handling procedures and experience with billing software.

Soft Skills

  • Exceptional Communication: The ability to convey information clearly, concisely, and professionally in both written and verbal forms.
  • Active Listening & Empathy: A genuine desire to understand a member's needs and perspective, demonstrating patience and compassion in every interaction.
  • Problem-Solving & Critical Thinking: The skill to quickly assess complex situations, identify underlying problems, and develop effective solutions.
  • Conflict Resolution & De-escalation: A calm and resilient demeanor, with the ability to navigate difficult conversations and turn frustrated members into advocates.
  • Adaptability & Resilience: Thrives in a fast-paced, dynamic environment and can handle shifting priorities and high-pressure situations with ease.
  • Time Management & Organization: Superb ability to multitask, prioritize a high-volume workload, and meet deadlines without sacrificing quality.
  • Attention to Detail: Meticulous approach to data entry, application processing, and documenting member communications.
  • Positive & Team-Oriented Attitude: A collaborative spirit and a consistently positive outlook that contributes to a supportive team culture.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent (GED).

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Communications
  • Business Administration
  • Hospitality Management
  • Marketing

Experience Requirements

Typical Experience Range:

  • 2-4 years of direct experience in a customer service, client support, or call center role.

Preferred:

  • Previous experience working for a membership-based organization (e.g., professional association, credit union, fitness club, SaaS company) is highly advantageous.
  • Proven track record of meeting or exceeding performance metrics in a customer-facing role.
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