Member Services Representative

Job Description

Job Description

We are looking for a Member Services Representative to support members from our LaVergne, Tennessee location by delivering attentive, solutions-focused service across a variety of inquiries. In this role, you will help resolve order-related concerns, respond to questions with accuracy and professionalism, and contribute to a positive overall member experience. This position is well suited for someone who works effectively in a fast-moving environment and takes pride in building trust through consistent, high-quality support.

Responsibilities:
• Respond to member questions through appropriate service channels and provide clear, accurate information about products, services, and account-related matters.
• Investigate and resolve concerns tied to online orders, including shipment updates, delivery issues, and related follow-up communication.
• Handle complaints with professionalism, determine the root cause of issues, and drive timely resolutions that support member satisfaction.
• Partner with internal departments to coordinate solutions and ensure members receive a consistent and seamless service experience.
• Support the onboarding and day-to-day guidance of new team members by sharing processes, service expectations, and best practices.
• Communicate with external vendors as needed to gather information, resolve service questions, and support order-related problem solving.
• Maintain detailed and accurate records in customer service platforms and other business systems to document interactions and outcomes.
• Contribute to team performance by meeting service-level expectations for response times, resolution quality, and completion of assigned tasks.• At least 1 year of experience in customer service, member support, call center operations, or a similar client-facing role.
• High school diploma required; additional education or equivalent practical experience is preferred.
• Strong written and verbal communication skills with the ability to explain information clearly and professionally.
• Demonstrated ability to manage data entry accurately while working across customer service software and multiple systems.
• Experience resolving customer issues independently using sound judgment, empathy, and effective problem-solving skills.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Familiarity with service platforms such as ServiceNow, HubSpot, or comparable ticketing and customer relationship tools is preferred.