Customer Service Representative

Do it Best Corp.; Fort Wayne (IN); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Full insurance benefits

Paid time off

Profit sharing

Retirement funding opportunities

Job summary

Do it Best Corp. in Fort Wayne, IN is seeking a Customer Service Representative (Member Care Specialists) to support members with questions, training, and portal applications. Onsite role with minimal travel, reports to the Member Care Supervisor.

You will rotate phone support, respond to emails, troubleshoot portal issues, and train others on new applications; prior call center or help desk experience is useful and encouraged.

Qualifications

• High School Diploma or equivalent.
• Experience with personal computers and Microsoft 365.
• Familiarity with Internet communications and phone support.
• Experience training, mentoring or coaching others.
• Strong problem solving and customer support skills.

Responsibilities

• Participate in phone support rotation and answer member calls.
• Respond to member emails about portal applications and content areas.
• Troubleshoot portal and application issues.
• Administer the Mobile Assistant and Market Savings Builder programs.
• Escalate to 2nd level support when needed and monitor issue status.
• Generate member reports and test new applications.
• Train new team members on system use and stay updated on changes.

Skills

Good communications

Organized

Patience

Quality assurance

Google documents

Phone communication

Multitasking

Access databases

Education

High School Diploma or equivalent

Experience with personal computers

Knowledge of Microsoft 365

Knowledge of Internet communications

Experience training/mentoring/coaching

Problem solving experience

Experience providing phone support

Tools

Microsoft 365

Access databases

Job description

Position:Customer Service Representative

Location: Fort Wayne, IN

Job Id:3221

# of Openings:3

Customer Service Representative
Location: Fort Wayne, IN, Onsite
Level: Hourly
Reports to: Member Care Supervisor
Travel: Minimal travel may be required if needed for training; 2x per year for Fall and Spring Markets

About the Role

Our Customer Service Representative (Member Care Specialists) provide member care which includes support for members with questions, issues and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member facing support areas.

If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Customer Service Representative, Customer Support Representative, Administrative Professional, Support, Call Center, Phone Triage, Administration, Help Desk Representative, Member Services Representative,

Responsibilities

• Participate in phone support rotation / group receiving member calls.
• Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, market sites. Maintain content in areas of responsibility.
• Troubleshoot reported portal and application errors.
• Provide full support and administration of the Mobile Assistant program.
• Provide support for our Market Savings Builder application.
• Escalate calls to 2nd level support, Infrastructure or the business users as appropriate.
• Monitor 2nd level call alerts keeping users updated on issue status.
• Generate member reports.
• Test new applications or modifications to the member facing applications.
• Train and stay current on new applications and changes to the member facing applications.
• Utilize call tracking software for knowledge base and historical research.
• Train new member owners and Do it Best team members on system use and application.

Education and Experience

Minimum

• High School Diploma or equivalent
• Experience with personal computers
• Knowledge of Microsoft 365
• Knowledge of Internet communications
• Experience with training/mentoring/coaching/helping others understand a process
• Problem solving experience
• Experience providing phone support to end users

Skills and Abilities

Minimum

• Good communications skills
• Organized
• Patience and calm demeanor
• Testing / Quality assurance skills
• Create and edit Google documents
• Excellent phone communication skills
• Ability to juggle multiple open issues and prioritize for urgency
• Ability to create and edit access database applications

Benefits available to you

• Full insurance benefits package including Medical, Dental, & Vision
• Paid time off to foster work/life balance
• Profit sharing
• Retirement funding opportunities

About Do it Best

We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture

Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Our Philosophy

Serving others as we would like to be served

Our Mission

Making the best even better

Our Goal

Helping members grow and achieve their dreams

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.