Member Services Representative

Job Description

Job Description

We are looking for a Member Services Representative to support members with timely, thoughtful assistance and create a consistently positive experience in our LaVergne, Tennessee office. This role is ideal for someone who enjoys solving problems, answering questions, and helping members navigate order-related concerns with professionalism and care. The position also works closely with internal partners and external vendors to keep service levels high and member satisfaction strong.

Responsibilities:
• Respond to member questions across service channels with clear, accurate, and courteous communication.
• Investigate and resolve concerns related to accounts, platform use, and online purchases in a timely manner.
• Assist members with delivery updates, order issues, and follow-up actions needed to bring requests to completion.
• Work with cross-functional teams to remove service barriers and improve the overall member experience.
• Communicate with vendor partners when additional research, coordination, or support is required.
• Support the onboarding of new team members by sharing processes, guidance, and day-to-day best practices.
• Maintain detailed and accurate records of interactions, case updates, and outcomes within customer service systems.
• Contribute to team performance goals by handling assigned tasks efficiently and helping meet response time and satisfaction targets.• At least 1 year of customer service experience, preferably in a call center, member support, or e-commerce setting.
• High school diploma required; additional college education or equivalent practical experience is preferred.
• Strong verbal and written communication skills with the ability to manage member concerns professionally.
• Demonstrated problem-solving ability and a service-focused approach to resolving issues.
• Experience using customer service platforms such as ServiceNow, HubSpot, or similar case management tools.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Solid data entry skills with strong attention to accuracy and detail.
• Ability to adapt in a fast-paced, fully in-office environment with a flexible permanent schedule.