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 membership

Generous PTO

Health benefits

401(k) with company match

Employee stock purchase plan

Job summary

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

You will handle gift card and check requests, and manage system access for new hires while supporting the Member Care team via email, phone, and our ticket tool. This hybrid role combines in-office and remote days.

Qualifications

• Experience in a call center setting and handling member inquiries.
• Operations experience, e-commerce or retail background preferred.
• Excellent verbal and written communication; detail oriented and able to multitask.
• Proactive and creative in managing issues; analytical thinker.

Responsibilities

• Research and resolve online order issues and escalated member complaints.
• Monitor order management and coordinate with cross-functional teams.
• Process gift card and check requests and manage system access for new hires.
• Provide updates to Legal and support rewards and other Member Care functions as needed.

Skills

Call center experience

Operations experience

E-commerce/retail background

Verbal communication

Written communication

Detail oriented

Multi-tasking

Proactive problem solving

Analytical thinking

Job description

A World-Class Team BJ’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’s

At 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 Summary

The 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 Accountabilities

Monitors 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 improvements Able to work on compressed schedules in highly iterative environment to meet demand.

Qualifications

Experience in working with a call center team or within a call center environment. Takes initiative and sees project tasks through successful completion Operations experience, e-commerce or retail background strongly preferred. Excellent verbal and written communication skills Detail oriented Ability to work on multiple projects at a time, in a fast-paced environment and to adapt to changing tasks Must be able to work independently and be a valuable contributor in a collaborative team environment Proactive and creative in managing issues and opportunities. Uses judgement based on practice and precedence Analytical thought needed to resolve issues in a variety of situations.

This 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 - $81,500.00.

We 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.

Who We Are

BJ’s Wholesale Club is driven by a powerful purpose: we take care of the families who depend on us. More than 8 million members rely on us for unbeatable value and convenience. Headquartered in Marlborough, Massachusetts, BJ’s is a leading membership warehouse club with over 250 clubs, nearly 200 BJ’s Gas® stations and eight distribution centers across 21 states – and growing. BJ’s offers the highest-quality fresh produce, meat, deli and bakery items as well as apparel, electronics, home goods and more – all at unbeatable value. Our members shop how and when they want, whether it’s in our clubs, online or with curbside pickup.