Member Service Center Representative II

• 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.

• 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.

• 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

• 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