Outbound Retention Specialist / Member Service Rep - onsite
MP RPO - Atlanta, Georgia, United States, 30383
Work at MP RPO
Overview
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Overview
Our client is in Atlanta, GA and their mission is to create a vibrant community of successful professional photographers by providing education, resources, and industry standards of excellence. MP's clients have been in business for more than 150 years and while times change, their dedication to serving the members of the photography community remains constant. They are a partner, advocate and guide for photographers navigating the increasingly complex business of photography. They are also one of the world's largest nonprofit photography associations that is organized to help professional photographers with over 30,000 current members in more than 50 countries.
WHO YOU ARE:
The Outbound Retention Specialist will work engage in meaningful discussions, treat each other with respect and courtesy, and never gossip about one another. We are here to help our members succeed as photographers and small business entities while promoting our mission.
WHAT YOU WILL DO:
This is not your typical customer service department. It's a boutique-style, inbound call center. Our focus is to create an excellent member experience, which is much more valuable than making a sale. There is no churn and burn here, no cold calling or telemarketing.
This position is responsible for communicating our clients' benefits and programs that create and reinforce meaningful experiences for their members. An excellent member experience will have a direct impact on the organization's recruitment and retention goals. KEY RESPONSIBILITIES:
Initiate and maintain an exceptional level of member satisfaction and positive interactions, through multi-channel communications telephone, email, online chats).
Identify customers' needs, clarify information, research customer issues, and provide solutions and /or alternatives.
Seize the opportunity to promote services and benefits. It is essential that we remind members of the
value
of their membership and associated benefits and programs.
Work to elevate our customer experience through all avenues. Build valuable relationships and interactions; engage members/customers by going the extra mile.
Develop a thorough knowledge and understanding of the associations' benefits programs and delivery methods. Become the in-house expert on all programs and benefits we offer our members/customers.
Contact members whose memberships are approaching expiration to remind them of the renewal process.
Connect with members with declined payments to update their payment information and ensure successful renewal.
Analyze data related to membership renewals, credit card declines, and reactivations to identify trends in areas for improvement.
Maintain customer focus and adapt to different personality types to help resolve member/customer issues.
Exceptional phone and verbal communications skills along with active listening.
Resolve customer situations, following policies and procedures. This will include identifying the member's/customer's reason for calling; ascertain the cause, if possible; select and explain the best solution to the member; and expedite corrections including follow-up to ensure the issue has been resolved.
Outbound projects as needed.
Assist members with signing-up for membership, renewing their membership, making demographic changes, or signing up for a convention or a webinar.
Work within the department to audit the database for accuracy.
Keep records of all conversations in our membership database system in a comprehensive and condensed narrative.
WHAT YOU NEED:
Minimum of 5 years of customer service, inside sales or membership support-based experience
Proficient with the MS Office Suite, specifically Word, Excel and Outlook.
Bilingual in English and Spanish - preferred or a demonstrated ability to understand Spanish speaking customers.
ADDITIONAL INFORMATION:
Onsite: Office location in Atlanta, GA 30303
Schedule: Monday-Friday (Onsite M-Thu/ Remote Fri)
Reports to: Member Experience Manager
Compensation: $18-$19/hour (~$40k annually)
Full benefits including PTO, medical, dental, vision, retirement and more!