Member Services Representative Onsite / Offsite

Job Overview

We are seeking a professional and customer-focused Member Services Representative to assist members with questions, account requests, services, and general support. The ideal candidate will be friendly, responsive, organized, and able to provide excellent service while handling multiple requests. This position may be performed on-site or off-site, depending on business needs.

Responsibilities

• Serve as a primary point of contact for members by phone, email, chat, or in person.
• Respond to member questions and provide accurate information about company programs, services, policies, and procedures.
• Assist members with account updates, service requests, forms, and general inquiries.
• Process and document member requests accurately in company systems.
• Verify and update member information while maintaining confidentiality.
• Resolve routine member concerns and escalate complex issues when necessary.
• Follow up with members to ensure their questions or concerns have been addressed.
• Schedule appointments and coordinate services when required.
• Maintain accurate records of member interactions and transactions.
• Explain company procedures and available services in a clear and professional manner.
• Work with other departments to resolve member issues and improve service delivery.
• Identify recurring member concerns and communicate them to management.
• Maintain a professional, helpful, and positive attitude during all member interactions.
• Meet established customer service, response-time, and quality standards. Perform additional administrative and customer-support duties as assigned.

Qualifications

• High school diploma or equivalent preferred.
• Previous customer service, member services, administrative, call center, or client-support experience is a plus.
• Excellent verbal and written communication skills.
• Strong listening, interpersonal, and problem-solving abilities.
• Professional and courteous approach when working with members.
• Strong attention to detail and organizational skills.
• Comfortable using computers, email, spreadsheets, CRM systems, and other business software.
• Ability to manage multiple requests and priorities effectively.
• Ability to work independently and as part of a team.
• Reliable internet connection and suitable workspace required for off-site work.