Member Services Specialist – Customer education, influence, and support
Are you an experienced customer service professional that thrives on helping your ongoing customers to educate them on your company’s offerings to ensure they are getting top value that matches their needs? Do enjoy digging deeper to find out how you can better solve their intricate issues, providing a proactive approach and additional resources and education to aid them now and in the future? Are you a strong team-player that believes on going above and beyond for your customers and coworkers because you know if they are successful, you and the company will also be successful?
Due to continued growth, Compliant Pharmacy Alliance Cooperative in Wisconsin, is adding an experienced Member Service professional to their team serving their members. This is a complex role involving significant research into their questions and issues and providing education to our members.Assisting members through phone, email, chat, and website inquiries, you will work 8-5pm with one hour lunch as well as scheduled work time weekly “off the phones/chat”.
**This is a remote, work-from-home position, but the employee must be able to travel a few times a year for team meetings and trainings.**
Job Summary
The Member Services Specialist is the primary source of communication with members building and maintaining solid customer relationships by handling questions and concerns with speed and professionalism. Member Service Specialists work independently to research policy, regulation and contract questions to resolve problems and educate our members. This person must be a self-starter, willing to take ownership of their work, and a quick learner with the ability to retain information learned.
Essential Duties and Responsibilities
- Provide quality customer service for cooperative pharmacy members focused on quality and accuracy.
- Effectively educate members on a wide variety of topics.
- Answer inquiries with various tools via phone, email, chat, and through our website contact us form by gathering information and conducting research to provide information through established best practices.
- Document member inquiries into our CRM tool.
- Work with the team to provide feedback and implement solutions.
Qualifications
- 2-3 years customer service or call center experience.
- Associates degree or higher preferred, but will consider experience in lieu of education.
- Ability to build and maintain customer relationships.
- Excellent time management, problem-solving, written communication, and multi-tasking skills.
- Detail oriented and able to learn and retain information on a wide and evolving scope of topics.
