Member Service Center Representative II

Job Description

Job Description

We’re in the business of Good.
Lions International is the largest service club organization in the world. Our 1.4 million members are
serving locally and globally to help take on some of the biggest challenges facing humanity.

Every Lion and club are supported by our international association. More than 300 Lions
International staff members are constantly working on tools and technology to enhance Lions’
service. When caring people join together, roll up their sleeves and take action to make their
community better, it’s an incredible feeling for everyone involved.

Here's how you can help -- we are currently looking for a Member Service Center Representative II  to join our team, rise to the challenge of empowering service, and fill a vital role in our Member Ops & Support Division. As a Representative II, you'll provide support to all Lions Club Officers and club members by responding to support requests (phone, email, written correspondence) in a timely and customer-centric manner. You'll also serve as second point of contact if Level 1 representatives are unable to resolve an issue.

What You’ll Do:

• Respond to member issues with a positive, friendly attitude via all member communication channels including email, phone and written correspondence.
• Answer incoming phone calls, email, chat, or SMS inquiries from the public who request support from local Lions. 
• Ensure all inquiries receive courteous, timely, and effective support. Accurately records details of member interactions, issues, and resolutions. 
• Diagnose, troubleshoot, research and make recommendations regarding the appropriate course of action as it pertains to using software, administering a club or district or placing an order for club supplies. Explain step by step technical troubleshooting solutions related to all Lions International’s IT products.
• Respond to member issues pertaining to Lions-facing websites including Salesforce, Lions Portal, Real time Reports, Find a Club, e-clubhouse, Lionsclubs.org or Ecommerce site. Provide appropriate resources as needed.
• Utilize Business Intelligence (BI) for all publication and award inventory management and assist with any publication and award fulfillment requests. 
• Oversee all new club applications to ensure all required materials and fees are received. Coordinate all aspects of the new club, club branch, and Leo club charter processes, from submission of the application through the final approval process:

a. Serve as initial point of contact for new club applications providing customer service to stakeholders and help coach members through the process should assistance be required.

b. Communicate with internal divisions on issues/questions that arise during the application process and work to find solutions to applications that require additional research.

• Act as point person for special charter requests (including duplicate, name changes, and merger charter requests), club sponsor requests, charter materials and provide materials to other Lions offices as needed.
• Oversee Leo to Lion certification process, ensuring that members meet eligibility criteria.
• Performs other responsibilities as assigned.

We’re Looking for Someone With :

• College degree ideal, high school diploma or equivalent required
• Minimum 3 years of experience in a professional customer service or administrative support role. 
• Customer service skills, experience with a high volume of work and ability to meet deadlines.
• Strong technical aptitude; comfortable utilizing various systems and tools
• Experience working with Salesforce, Zendesk, Aptify or other similar technology. 
• Intermediate level of skill with applications such as Microsoft Word, Excel, PowerPoint and Outlook
• Strong interpersonal and communications skills (written & verbal), including the ability to listen and resolve problems in a professional manner.
• Ability to exercise independent judgment.
• Strong problem-solving skills
• Organizational skills and the ability to multi-task and adapt in a dynamic and evolving environment.
• Strong attention to detail
• Able to work independently as well as within a team.
• Bilingual a plus

Compensation: Non-exempt: $25-26 hourly.

Why You’ll Love Working Here :

Lions International has excellent benefits for you and your family. We believe in a balanced work-life and have programs and benefit plans to support our employees, such as:

• Three weeks paid time off
• Flexible and hybrid work schedules (2-3 days per week in office).
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 401K with employer match
• Reimbursable training
• Casual dress

We are committed to fostering an environment where all individuals –regardless of background,
identity, or lived experience – feel welcomed, respected and empowered to serve. Our strength
comes from the diversity of our members and staff, and the inclusive spirit that unites us in service.

Please note: Applicants must be authorized to work for any employer in the U.S. We are unable to
sponsor or take over sponsorship of an employment visa at this time.

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