Member Services Specialist

Job Description

Job Description

The GOVX Member Service Specialist is responsible for ensuring that GOVX members have a seamless and positive experience across all member need touchpoints. You will leverage your expertise in member and customer service, digital platforms, and partner offerings to enhance the overall member needs. Your goal will be to foster member loyalty and drive positive member satisfaction through exceptional service and engagement.

Position Type, Expected Hours of Work, Location | 100% In-Office Role  
Full-time, non-exempt position. 100% In-Office role, 5 days per week at the GOVX Fulfillment Center in LaVergne, TN. Work schedule may vary depending on volume demands. This position is not eligible for relocation allowance or visa sponsorship. 

Preference may be given to applicants with weekly Saturday and Sunday availability.

Responsibilities 

• Member Support: Provide prompt and efficient support to members utilizing GOVX platforms.
• Order Service: Assist with online order inquiries, ensuring accuracy and timely delivery.
• Issue Resolution: Address member complaints and issues, working to resolve them quickly and effectively.
• Collaboration: Work with GOVX teams to ensure a cohesive and member-centric approach across all channels.
• Training: Assist in training new team members with the best experience, best practices and platform use.
• Vendor Support: Inquiry outreach with GOVX partners.

Key Performance Indicators (KPIs)

• Service Level Achievement: Consistently meets or exceeds defined service level goals, including response time, resolution time, and overall member satisfaction scores.
• Ticket Accuracy Rate: Maintains a high level of accuracy in resolving member support tickets, ensuring quality, consistency, and alignment with targeted performance goals.
• Customer Satisfaction (CSAT): Meets customer satisfaction goals, as measured by post-interaction surveys.
• Project Execution: Completes assigned projects and tasks on time and within budget.

Requirements

• Education: High school diploma minimum with bachelors degree or equivalent experience.
• Experience: 2-4 years of experience in customer service, preferably in an e-commerce setting.
• Skills: Strong communication and problem-solving skills, proficiency in Microsoft office products: Word, Excel, PowerPoint, Outlook. 
• Attributes: Member-centric, solution-based mindset, positive attitude, and willingness to learn and adapt in a fast-paced environment.

Supervisory Responsibilities 
This position will not have supervisory responsibilities. 

Travel Requirements 
This position will have minimal travel requirements.

Work Environment  
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, digital phones, headsets.

Physical/Mental Demands  

• Physical - This is largely a sedentary role. 
• Mental Problem solving, making decisions, interpreting data, organizing, reading/writing.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Benefits

• Paid Time Off, Paid Sick Leave, Paid Holidays
• 401(k) plan with discretionary match available
• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
• Employee Referral Program
• Collaborative work environment in a modern office, stocked with drinks and snacks.
• Discounts on the GOVX website

Pay Range
$19.00 - $22.00 per hour

AAP/EEO Statement
EOE. Veterans/Disabled. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Position will require successful completion of a background check and drug testing prior to starting employment.

About GOVX  
Savings for Those Who Serve 

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the United States military, law enforcement, firefighting, medical services, and government personnel. GOVX is dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members on-duty and off-duty needs.