Member Service Representative - Part Time
Job Category: Customer Service & Sales
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Requisition Number: MEMBE001347
Location: 10461 White Granite Dr, Oakton, VA 22124, USA
Description
As a Member Service Representative, you will receive inbound phone calls to manage and service member accounts, solve problems, and cross-sell various products and services. Hours for this part-time position are Monday through Friday, 1pm to 5pm, or 2pm to 6pm.
Position Responsibilities:
- Answer inquiries by clarifying desired information; researching and exploring answers and alternative solutions; locating and providing information, escalating unresolved problems.
- Ensure that members understand product information and provide additional information as needed.
- Listen attentively to member needs and concerns; demonstrate empathy.
- Build rapport with members by greeting them in a courteous, friendly, and professional manner.
- Communicate effectively with individuals/teams in the company to ensure high quality and timely expedition of member requests.
- Update job knowledge by participating in educational opportunities.
- Identify cross-sell opportunities and services to members persistently and courteously. Reach out to members by phone/email/letter. Analyze members' needs and recommend products and services that would be beneficial.
- Maintain appropriate records and prepare required reports.
- Perform specific and delegated duties as assigned by Management.
Desired Skills and Experience:
- 6 months to 2 years of similar or related experience.
- A two-year college degree or completion of a specialized course of study at a business or trade school, or extensive in-house training/apprenticeship program.
- Good listening and telephone skills; ability to operate a 10-key calculator and computer keyboard; ability to make decisions with minimum information.
- Significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Extensive personal contact with others and/or can be of a personal or sensitive nature.
- Ability to motivate or influence others and foster sound relationships with other entities.
Physical Requirements:
- Ability to communicate with staff, members, and the public.
- Ability to operate standard office equipment.
- Must be able to sit for extended periods and occasionally lift and move items up to 20 lbs.
Total Rewards:
Congressional Federal offers a comprehensive benefits package including health and dental, 401k, vacation and paid sick leave, 10 paid holidays, tuition reimbursement, flexible spending programs, and work/life balance.
EOE/M/F/D/V/SO
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
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