[Remote] Member Solutions Representative, Shop Your Way

Note: The job is a remote job and is open to candidates in USA. Transformco is seeking a Member Solutions Representative for their Shop Your Way brand. The Outbound Agent will be responsible for making a high volume of compliant outbound calls to introduce the SYW 5321 Visa Credit Card and guide members through the application process, while adhering to regulatory requirements and maintaining customer satisfaction.

Responsibilities

• Responds appropriately to and follows up on written correspondence, calls and emails initiated by Associates, customers, senior Leadership and business partners involving escalated customer satisfaction issues or process questions
• Interprets customer situations, interprets policy and procedures, uses good judgment skills within and outside policies and consults with Field management and Vendor contacts to determine and execute an effective and satisfactory resolution process
• Creates, updates and retrieves customer files to research and log facts surrounding complaints, actions and approach used to resolve issues, and uses multiple systems and tools to research the resolve issues
• Diffuses upset callers and attempts to retain members by resolving their account concerns by awarding courtesy points within set guidelines as well as assists with processes to prevent point fraud
• Handles, transfers and/or provides information to members on inquiries that not part of the SYW program, such as credit cards, gift cards, Home Services orders/delivery status, etc
• Works with data entry systems and screen navigation enabling access to customer information, striving to handle all customer contacts at the point of contact
• Maintains a high level of business knowledge as it relates to vertical business, as well as working knowledge of related businesses
• Supports continuous customer service improvement opportunities and assists department members with tasks relative to customer service as needed
• Communicates in proper Spanish if a certified Bilingual Spanish speaking advisor
• Performs other duties as assigned

Skills

• Superior Customer service skills
• Ability to research and interpret data relating to Shop Your Way, and to make sound business decisions using good judgment
• Exceptional oral communication skills and the use of proper professional business language
• Ability to work with minimal supervision
• Negotiation skills to resolve conflict
• Ability to learn detailed information, adapt quickly to changes, manage time, pay attention to details, and handle multiple priorities with data accuracy
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
• Prior experience in a customer service role
• In-depth knowledge of the SYW program, policies, procedures and guidelines

Company Overview