Member Service Representative

Professional Assist Corporation; Golden (CO); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Discretionary bonus

Health insurance

PTO

Holidays

401(k) match

Sabbatical eligibility

Job summary

Professional Assist Corporation in Golden, Colorado, seeks a friendly Member Services Center associate to assist members with applications, renewals, and benefits by phone and email.

This full-time, nonexempt position reports to the Member Service Manager with no direct reports and supports data integrity in the netForum system.

Qualifications

• 1-2 years demonstrated ability and excellence in a customer service position.
• Strong communication skills including telephone and email etiquette.
• Aptitude for and experience using computers and web-based programs; MS Office.

Responsibilities

• Answering phones and responding to member calls and emails.
• Processing membership applications and renewals.
• Maintaining data integrity in the membership database (netForum).
• As part of a membership retention effort, make ~30 outreach calls per week to renew memberships.

Skills

Customer service by phone

Communication

Attention to detail

Team performance

Benefit communication

Tools

Microsoft Office

Job description

About Us

We are Professional Assist Corporation (PAC), a professional membership organization consisting of four associations: Associated Bodywork & Massage Professionals (ABMP), Associated Skin Care Professionals (ASCP), Associated Hair Professionals (AHP), and Associated Nail Professionals (ANP). We help our members, professionals in these four fields, build successful careers and businesses by providing liability insurance coverage, continuing education, industry magazines, business and marketing tools, legislative advocacy, and more. We're dedicated to helping our members build and maintain successful practices, and our business philosophy is summed up by our motto: expectmore.

We have a staff of approximately 60 talented, dedicated employees who collaborate to support our members, as well as a supportive, empowering company culture. We invest in people and resources to produce benefits that meet and exceed individual and professional expectations.

PAC is situated in the foothills west of Golden, Colorado, in the Genesee area. We have a beautiful view of the spectacular Colorado high country. We embrace a hybrid work environment. We work at the office on Tuesdays, Wednesdays, and Thursdays, and we offer employees the option to work from home on Mondays and Fridays.

Position Overview

At our lively, fast-paced Member Services Center, we offer friendly, proactive assistance through phone and written communication. Our goal is to help members navigate their membership applications and renewals while exploring the fantastic benefits available to them. If you think your positive energy can brighten someone's day over the phone, we look forward to meeting you!

This is a full-time, nonexempt position, reporting to the Member Service Manager with no direct reports.

Duties and Responsibilities

• Answering phones and responding to member calls and emails


• Communicating proactively on behalf of members' interests


• Processing membership applications and renewals


• Verifying training/license credentials


• Troubleshooting member access


• Maintaining data integrity in the membership database (netForum)


• Successfully leaving note audit trails on all files


• As part of a company-wide member retention effort shared across departments, make an estimated 30 expired-member outreach calls per week to help members renew their membership.

Job responsibilities and requirements may be modified at the company's discretion to meet the changing business needs.

Knowledge, Skills, and Abilities

• Proven experience providing customer service by phone


• Excellent customer service and interpersonal skills


• Attention to detail


• Personal commitment to individual and team performance


• Ability to clearly communicate PAC member benefits

Qualifications

• One to two years demonstrated ability and excellence in a customer service position


• Strong communication skills including telephone skills and email etiquette


• Aptitude for and experience using computers and web-based programs; experience with Microsoft Office Suite, including Excel, Word, and Outlook.

Benefits

• All company employees are eligible for an annual discretionary bonus based on company performance.


• Comprehensive health insurance, including medical, dental, vision, accident, life, and disability options offered.


• Paid time off (PTO) accrues per hour worked; you can earn up to 17 days of PTO in the first year. PTO accruals increase after 2 years of employment (up to 20 days per year) and after 10 years of employment (up to 23 days per year).


• Eight paid standard holidays.


• One paid day to volunteer annually.


• Eligible for a two-week paid sabbatical after 5 years of employment.


• Immediate 401(k) participation with up to 5% company match.


• Inclusive workplace - an Equal Opportunity Employer.


• $400 annual Beauty and Wellness Allowance.

Applicants must be authorized to work for any employer in the United States of America. We are currently unable to sponsor or take over sponsorship of an employment visa, and we are not enrolled in the E-Verify program.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

The pay for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as alignment with internal and external pay equity.