Member Care Specialist

Member Care Associate Specialist

The Member Care Associate Specialist will be responsible for researching and resolving online order issues and other escalated member complaints. They will be accountable for fulfilling gift card and check requests and for adding and removing systems access for new hires. This person will support the Member Care team by resolving issues and questions submitted via email, phone, and our ticket management tool.

Major Tasks, Responsibilities, and Key Accountabilities

• Monitors BJs.com order management issues in mailbox and ticket queue. Works with CSC Member Care team on next steps and offers guidance to call center team. Loops in other teams where needed, e.g. Digital, Transportation, Merchandising, etc. Monitors issues to ensure they're resolved promptly.
• Audits compensation reports to ensure call center team is making appropriate compensation requests for members.
• Works with Finance team and ticket management tool to submit compensation reports for fulfillment via automated processes.
• Notifies call center supervisors of coaching opportunities. Ensures that the reports are sent out promptly and compensation is fulfilled promptly. Expedites compensation requests when appropriate.
• Serves as the liaison between the call center and BJ's to ensure access requests are processed and login credentials are shared with the call center. Logs tickets requesting systems access for new hires, extending systems access, and terminating access for departed call center agents.
• Maintains a list of all call center staff. Audits call center agent access on a quarterly basis to ensure only current agents have access to BJ's systems. Assists call center team with agent login issues.
• Researches, resolves, and/or delegates member complaints escalated to BJ's Legal team. Provides prompt updates to Legal.
• Calls or emails members directly when needed to resolve member complaints.
• Supports the Rewards team in submitting batches of membership changes to be processed.
• Researches and resolves member complaints about digital coupon and digital gift card issues.
• Supports other Member Care functions as needed, including but not limited to processing optical orders, knowledge base updates, creating orders and memberships for training, etc.
• Recognizes process or programming inefficiencies and recommends improvements
• Able to work on compressed schedules in highly iterative environment to meet demand

Qualifications

• Experience in working with a call center team or within a call center environment.
• Takes initiative and sees project tasks through successful completion
• Operations experience, e-commerce or retail background strongly preferred.
• Excellent verbal and written communication skills
• Detail oriented
• Ability to work on multiple projects at a time, in a fast-paced environment and to adapt to changing tasks
• Must be able to work independently and be a valuable contributor in a collaborative team environment
• Proactive and creative in managing issues and opportunities.
• Uses judgement based on practice and precedence
• Analytical thought needed to resolve issues in a variety of situations

This is a hybrid role. Tuesday through Thursday are in-office days at BJ's Club Support Center in Marlborough, MA and Monday and Friday are remote days.

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ's Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $62,000.00 - $81,500.00.