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HyTechPro · 1 month ago

Membership Support Professional II

Germantown, Maryland, United States

Full-time

Onsite

Mid Level

4+ years exp

HyTechPro is an IT Services company seeking a Membership Support Professional II to provide industry-leading member and customer service support. This role involves making outbound calls, answering inbound questions, assisting with member renewals, and troubleshooting member issues to ensure a seamless customer experience.

Business IntelligenceDevOpsInformation TechnologySoftware

Growth Opportunities

Responsibilities

Provide industry-leading customer care, member assistance, and payment support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems

Develop rapport, evaluate the customer and or member needs, determine solutions, including exposing the customer to other options not considered through upselling and cross-selling techniques

Manage day-to-day communications with members for assigned clients across email, phone, and digital tools; Complete, accurate documentation is utilizing the established company digital tools, ticketing system, and software (Salesforce) required for each call or email; Escalate tickets to the international team as necessary

Determine charges for services requested, collect deposits or payments by credit card, scan check payments and/or arrange small-batch check processing

Perform outbound customer success service calls/emails to advise members of any ongoing issues and ensure the customer is aware of any escalations and receives timely communications. Escalate long-standing or critical issues to the Lead MSP or CS Manager

Assist with the account renewal process and support the international teams to ensure a seamless customer/member experience

Identify and troubleshoot member problems by clarifying the member's pain point; determining the root cause of the pain point and escalating to the proper resource to ensure a quick resolution

Follow company safety regulations and company policies; Performs other duties as assigned

Develop and maintain a broad knowledge of the company's products and services

Collaborate cross-functionally with domestic and international Aplusify Teams to ensure a seamless customer service experience

Qualification

SalesforceCustomer Relationship ManagementCustomer ServiceTroubleshooting SkillsMS OfficeCommunication SkillsOrganizational SkillsAttention to DetailLearning AgilityCross-cultural AwarenessTyping SkillsICSA CertificationSelf-MotivatedAdaptableTeamwork

Required

High School diploma or GED

3-5 years' successful customer service experience or 1+ years as an Aplusify Membership Support Professional I

2+ years of call center experience

MS Office/PC skills

Customer Relationship Management (CRM), ERP, Call Center documenting system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools

Typing 50-75 words per minute

Preferred

2+ years of call center experience is highly preferred

Customer Relationship Management (CRM), ERP, Call Center documenting system, Salesforce Sales Cloud, Salesforce CPQ, or similar tools highly preferred

Typing 50-75 words per minute is highly preferred

ICSA Certification as a Certified Customer Service Professional (CCSP) will be considered