Member Care Specialist

BJ's Wholesale Club, Inc.; Marlborough (MA); Hybrid; USD 62,000 - 82,000; Full time

Benefits offered by this job

Weekly pay

Free BJ’s Memberships

Generous PTO

Flexible health benefits

Job summary

BJ’s Wholesale Club, Inc. in Marlborough, MA is hiring a Member Care Associate Specialist to research and resolve online order issues and escalated member complaints.

They will manage gift card and check requests and oversee system access for new hires, supporting the Member Care team via email, phone, and our ticket management tool. This hybrid role requires strong call center experience, meticulous attention to detail, and excellent written and verbal communication.

Qualifications

• Experience in working with a call center team or within a call center environment.
• Operations experience, e-commerce or retail background strongly preferred.
• Excellent verbal and written communication skills.
• Detail oriented; ability to manage multiple projects in a fast-paced setting.
• Must be able to work independently and as part of a collaborative team.

Responsibilities

• Monitors BJs.com order management issues in mailbox and ticket queue; collaborates with CSC Member Care team.
• Audits compensation reports to ensure proper requests are made; coordinates with Finance.
• Submits compensation reports for fulfillment via automated processes.
• Notifies call center supervisors of coaching opportunities and ensures timely fulfillment.
• Maintains list of call center staff; audits agent access quarterly and assists with login issues.
• Resolves member complaints escalated to BJ’s Legal and provides updates.
• Supports Rewards team in processing membership changes.
• Resolves digital coupon and digital gift card issues for members.
• Supports other Member Care functions as needed, including training-related tasks.

Skills

Call center experience

Communication skills

Detail oriented

Analytical thinking

Multitasking

Tools

Ticket management tool

Job description

A World-Class TeamBJ’s Wholesale Club is powered by more than 30,000 team members who make a real impact every day. Whether you're stocking shelves, solving problems or shaping strategy, your work helps families save on what matters most.We’re a team built on purpose and opportunity. Join us and be part of something meaningful.Why You’ll Love Working at BJ’sAt BJ’s Wholesale Club, our team members are at the heart of everything we do. That’s why we offer a comprehensive benefits package designed to support your health, well-being and future – both on and off the job. When you grow, we grow.Here’s just some of what you can look forward to:Weekly Pay: Get paid every week so that you can manage your money on your terms.Free BJ’s Memberships: Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.*Generous Paid Time Off: Take the time you need with vacation, personal, sick days, holidays, bereavement, and jury duty leave.*Flexible and Affordable Health Benefits: Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options to fit your lifestyle.*401(k) Retirement Savings Plan: Build your financial future with a company match (available to team members 18 and older).*Employee Stock Purchase Plan: Accumulate funds through after-tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount.**Eligibility requirements vary by position.Job SummaryThe Member Care Associate Specialist will be responsible for researching and resolving online order issues and other escalated member complaints. They will be accountable for fulfilling gift card and check requests and for adding and removing systems access for new hires. This person will support the Member Care team by resolving issues and questions submitted via email, phone, and our ticket management tool.Major Tasks, Responsibilities, and Key AccountabilitiesMonitors BJs.com order management issues in mailbox and ticket queue. Works with CSC Member Care team on next steps and offers guidance to call center team. Loops in other teams where needed, e.g. Digital, Transportation, Merchandising, etc. Monitors issues to ensure they’re resolved promptly.Audits compensation reports to ensure call center team is making appropriate compensation requests for members.Works with Finance team and ticket management tool to submit compensation reports for fulfillment via automated processes.Notifies call center supervisors of coaching opportunities. Ensures that the reports are sent out promptly and compensation is fulfilled promptly. Expedites compensation requests when appropriate.Serves as the liaison between the call center and BJ’s to ensure access requests are processed and login credentials are shared with the call center. Logs tickets requesting systems access for new hires, extending systems access, and terminating access for departed call center agents.Maintains a list of all call center staff. Audits call center agent access on a quarterly basis to ensure only current agents have access to BJ’s systems. Assists call center team with agent login issues.Researches, resolves, and/or delegates member complaints escalated to BJ’s Legal team. Provides prompt updates to Legal.Calls or emails members directly when needed to resolve member complaints.Supports the Rewards team in submitting batches of membership changes to be processed.Researches and resolves member complaints about digital coupon and digital gift card issues.Supports other Member Care functions as needed, including but not limited to processing optical orders, knowledge base updates, creating orders and memberships for training, etc.Recognizes process or programming inefficiencies and recommends improvementsAble to work on compressed schedules in highly iterative environment to meet demandQualificationsExperience in working with a call center team or within a call center environment.Takes initiative and sees project tasks through successful completionOperations experience, e-commerce or retail background strongly preferred.Excellent verbal and written communication skillsDetail orientedAbility to work on multiple projects at a time, in a fast-paced environment and to adapt to changing tasksMust be able to work independently and be a valuable contributor in a collaborative team environmentProactive and creative in managing issues and opportunities.Uses judgement based on practice and precedenceAnalytical thought needed to resolve issues in a variety of situationsThis is a hybrid role. Tuesday through Thursday are in-office days at BJ's Club Support Center in Marlborough, MA and Monday and Friday are remote days.In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is $62,000.00 - $81,500.00We recognize the growing role of AI tools, including ChatGPT, and value familiarity with them. That said, we want to hear from your authentic self. Your application should reflect your own skills, experiences, and insights rather than AI-generated responses.