Job Summary:
The primary objective of this role is to deliver a seamless and responsive support experience that prioritizes Member needs, fosters trust, and resolves inquiries effectively. This critical position ensures that every member feels valued, informed, and confident in our commitment to their success. Key responsibilities include managing and resolving Help Desk tickets, handling. Member communication and documentation, coordinating departmental workflows, and supporting various events and organizational operations. The role requires exceptional organizational, communication, and technical skills to ensure efficient Operations and consistently high levels of Member satisfaction.
Supervisory Responsibilities: None
Duties/Responsibilities:
• Key KPI’s:
o Maintaining a minimum of 90% CSAT Score
o Ensuring Help Desk SLAs are being met
o Ensuring the Help Desk SOP and Checklist are being followed at all times
o Monthly review of ticket categories and sub-categories
• Respond, resolve, triage, and escalate Help Desk Tickets. Monitor the Help Desk system to ensure all incoming tickets are acknowledged and prioritized based on urgency and impact.
• Maintain an organized and up-to-date ticket queue to prevent backlog and ensure timely
resolution.
• Utilize technical knowledge and problem-solving skills to address and resolve a wide
range of issues reported by users.
• Ensure solutions are effective and meet user and SLA expectations, minimizing
downtime and disruption.
• Categorize tickets based on predefined criteria, assigning the correct priority level and
routing to the appropriate team or individual if necessary.
• Identify tickets that require higher-level intervention or specialized expertise. Escalate
these tickets to senior staff or relevant departments promptly, providing detailed
information to facilitate swift resolution.
• Develop Standard Operating Procedures (SOPs) that outline the step-by-step process for
resolving common Help Desk issues. Ensure these procedures are clear, concise, and
accessible to all Help Desk staff.
• Member Communication and Documentation. Review and address email opt-outs to
ensure that Members who have opted out of emails are addressed appropriately.
• Manage Social Media requests, ensure all Membership requests on Facebook are
completed by accepting or declining based on set criteria, and remove members when
necessary.
• Cross-trained for sending Member Gifts, act as a backup for sending gifts to Members
when required.
• Pre-Event Coordination. Set up Zoho away messages, prepare document folders, assist
with name badges and registration lists, and set up check-in processes.
• Live Event Coordination: Manage the check-in table, audit waivers, oversee workshop
attendance, provide lists of eligible workshop deposit refunds, oversee the
processing/filing system, help process orders and assist with events as needed.
Required Skills/Abilities:
• A proactive self-starter who thrives in fast-evolving environments and possesses
exceptional problem-solving and analytical skills.
• Strong communication skills – both oral and written. High proficiency in CRM systems
and the ability to work efficiently in database-driven environments is preferred.
• Demonstrates a high level of empathy and excels at clearly communicating concerns to
stakeholders, whether from internal Team Members or external Members.
• Ability to manage one’s own schedule to balance responsiveness and task completion,
alongside internal communication and reporting responsibilities.
• Proficient in documenting detailed interactions within a centralized database.
Education and Experience:
• A minimum of three years customer service/support experience is required.
• Willingness to learn new technologies, tools, and resources.
• Experience with CRM or contract management tools is a plus.
Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
Travel:
• Occasional travel may be required for quarterly conference participation.
Position Type/Expected Hours of Work:
• This is a full-time position, and hours of work and days are to be determined in
conjunction with supervisor. Occasional evening and weekend work may be required as
job duties demand.
Other Duties
• Please note this job description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required of the employee for this
job. Duties, responsibilities, and activities may change at any time with or without notice.