Member Support Center Specialist

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When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance now and in the future.

Summary:

In this role, you will serve as first-line product support for members, supplies, field teams and business partners. You will grant access and effectively resolve and triage application and solution issues and questions.

Responsibilities:

  • Provide access and identity management support to members via phone and email.
  • Keep records of member interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in CRM tool.
  • Provide support to members via troubleshooting of issues.
  • Provide product and service information for members by researching multiple databases for resolution.
  • Communicate and coordinate with customers, members, field teams, business partners, distributors, and suppliers to resolve issues in a timely manner.
  • Follow up on member inquiries not immediately resolved.
  • Escalate unresolved issues to Level II support.
  • May initiate customer contact to proactively identify and address customer needs.
  • Monitors the resolution process to ensure other departments follow through on requests.


Qualifications:

  • Relevant degree preferred.
  • 2 or more years of experience
  • Ability to work independently to identify and ensure achievement of team production goals.
  • The ability to develop and maintain excellent working relationships with multiple levels within the company and with external contacts including members, suppliers and client executives.
  • Understands the market, the customer, and the competition.
  • Member Support Center Specialist is held accountable for performance in areas of productivity, quality, phone skills, and the customer perception of service.
  • Candidate must be customer focused and possess very strong interpersonal skills to deal with internal and external customer demands.
  • Strong computer skills, basic math, accurate typing, and keyboard skills a necessity.
  • Must possess ability to listen as well as communicate information in a clear, courteous, concise, and logical manner.
  • Good decision making, problem solving, and analytical skills are needed.
  • The ability to use probing and listening skills that supports effective communication.
  • Must have excellent verbal and written communication skills.


Estimated Hiring Range:
$33,800.00 - $47,675.00

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.