Member Relations Agent

• Provide Concierge-Level service to Good Sam members, handling a wide variety of inquiries regarding Good Sam's multiple and varied products and services

• Field inbound calls, emails and/or chats to assist with customer resolution within the parameters of defined business rules and standard operational procedures

• Strive to retain customer business when members call to cancel existing services

• Utilize a windows-based computer system to navigate, internal customer management systems as well as company websites and Microsoft communication tools including Outlook and Teams

• Handle calls for additional products and services as needed

• Perform other duties as assigned Essential

Job Skills:

• Strong communication and problem-solving skills and can make quick decisions in a high paced environment

• Exemplary customer service phone skills including de-escalation, call control, and one-call resolution

• Fundamental computer skills including website navigation and typing

• Basic writing, spelling and grammar skills necessary to draft fax, e-mail, or written correspondence to customers, other team members and company Managers

• Ability and desire to learn camping and RV product line in customer centric, sales-focused environment

• Past professional experience and employment history (has maintained long-term employment with one or more previous employers)

• High school diploma or equivalent; college degree or some college preferred

• At least one year in a call center setting with customer service or retention experience preferred

• Strong interpersonal, verbal/written communication and listing abilities required

• Must have effective organizational and time-management skills

• Basic computer knowledge and ability to learn in-house computer programs essential