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Transformco · 1 day ago

Member Solutions Representative, Shop Your Way

United States

Full-time

Remote

Entry Level

$20/hr - $20/hr

1+ years exp

Transformco is seeking a Member Solutions Representative for their Shop Your Way brand. The Outbound Agent will focus on contacting members to introduce the SYW 5321 Visa Credit Card and guide them through the application process, ensuring compliance and customer satisfaction.

RetailRetail TechnologyShoppingSocial Shopping

Responsibilities

Responds appropriately to and follows up on written correspondence, calls and emails initiated by Associates, customers, senior Leadership and business partners involving escalated customer satisfaction issues or process questions

Interprets customer situations, interprets policy and procedures, uses good judgment skills within and outside policies and consults with Field management and Vendor contacts to determine and execute an effective and satisfactory resolution process

Creates, updates and retrieves customer files to research and log facts surrounding complaints, actions and approach used to resolve issues, and uses multiple systems and tools to research the resolve issues

Diffuses upset callers and attempts to retain members by resolving their account concerns by awarding courtesy points within set guidelines as well as assists with processes to prevent point fraud

Handles, transfers and/or provides information to members on inquiries that not part of the SYW program, such as credit cards, gift cards, Home Services orders/delivery status, etc

Works with data entry systems and screen navigation enabling access to customer information, striving to handle all customer contacts at the point of contact

Maintains a high level of business knowledge as it relates to vertical business, as well as working knowledge of related businesses

Supports continuous customer service improvement opportunities and assists department members with tasks relative to customer service as needed

Communicates in proper Spanish if a certified Bilingual Spanish speaking advisor

Performs other duties as assigned

Qualification

Customer service skillsOral communication skillsData interpretationNegotiation skillsSelf-controlBilingual SpanishTime managementAttention to detail

Required

1 - 2 Years Experience

Superior Customer service skills

Ability to research and interpret data relating to Shop Your Way, and to make sound business decisions using good judgment

Exceptional oral communication skills and the use of proper professional business language

Ability to work with minimal supervision

Negotiation skills to resolve conflict

Ability to learn detailed information, adapt quickly to changes, manage time, pay attention to details, and handle multiple priorities with data accuracy

Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers

Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary

Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations

Preferred

Prior experience in a customer service role

In-depth knowledge of the SYW program, policies, procedures and guidelines

Company

Transformco

Transformco is a leading integrated retailer focused on seamlessly connecting the digital and physical shopping experiences. It is a sub-organization of ESL.

Founded in 2019

Hoffman Estates, Illinois, USA

10001+ employees