Member Experience Specialist

Department: Integrated Human Capital Services?

Location: Remote with 10% or less travel required (hiring is limited to the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Kansas, Kentucky, Michigan, Mississippi, Missouri, Nebraska, New Mexico, North Carolina, Ohio, Oklahoma, Tennessee, Texas, Utah, Wisconsin, and Wyoming)

Type: Full-time

Status: Non-Exempt

Salary Range:

Reports to: ? Member Experience Manager?

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Position Summary

Enhance the member experience and foster member loyalty by creating a concierge type relationship as the first contact with external customers and support for internal customers. the Member Experience Specialist will have a comprehensive view of member benefits, resolve complex customer service issues, and improve processes to be efficient and effective.?

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Essential Duties and Responsibilities ?

• Serve as point of contact for the member experience across phone, email, chat, and website, assisting with on-boarding, engagement, and retention and track interactions
• Work with members having complex customer services issues to resolve those issues
• Update Personify and generate reports as needed
• Interact with internal departments to improve member experience
• Identify at-risk members and collaborate with colleagues to address
• Create and deliver professional reports, presentations, and other documents for internal and external audience
• Assist internal departments when there is a gap that needs to be filled
• Performs other duties as required

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Core Competencies

• Verbal and written communication skills
• Collaboration and teamwork skills
• Decision-making skills and the ability to use sound judgment
• Skills in analytical and critical thinking
• Ability to demonstrate integrity through work ethic, personal accountability, professional image, and ethical behavior

Education and Qualifications ?

• High School diploma is required
• Bachelor’s degree, or at least 4 years of equivalent experience is preferred
• Intermediate proficiency in MS Office 365, Google Suite, Adobe/Kofax?, Zendesk, Ring Central, Zoom, Paylocity, personal computers, scanners, and digital copier/printer
• Excellent customer service skills
• Ability to learn and work with organizational software
• Ability to complete multiple tasks accurately and in a timely manner??
• Effective at taking initiative and making decisions
• Strong writing and editing skills??
• Organizational skills with detail orientation??
• Exceptional interpersonal skills and a client-centered approach??
• Must?gain sufficient knowledge of?Employers Council’s structure, policies, and personnel to exercise independent judgment and discretion?

• Ability to solve practical problems associated with relevant departments and deal with various variables in situations

Employers Council is seeking a Member Experience Specialist to join our team. We partner with employers to grow exceptional, dynamic workplaces by offering a comprehensive set of services.

For over 80 years, our committed staff have worked at the top of their fields to provide the highest quality guidance to help organizations create cultures that support a highly engaged workforce.

Full-time Benefits

• If needed for full-time positions, copy, and paste the benefits below the job requirements.
• Employers Council offers a robust Benefits Plan, including:
• Employer Paid Medical Insurance premium options with enhanced offerings
• Health, Flexible and Dependent care spending account options with employer contributions
• Dental and Vision insurance
• Employer paid Life/AD&ampD
• Employer paid Short Term Disability
• Monthly Office and Phone Stipend
• Unrivaled 401k match
• Paid time off – Vacation, holiday, float, sick
• Strong work/life balance encouraged
• Flexible and remote working options
• Life Assistance Program
• Wellness program
• Voluntary Supplemental Group Insurance offerings
• Voluntary Long-Term Disability
• Pet Insurance
• Nutritional Coaching program
• Park Pass reimbursement
• Tuition reimbursement
• Culture of Professional Development and Lifelong Learning

Work Environment

General office environment with opportunities to work remotely. Occasional lifting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact InternalHR@employerscouncil.org.

Employers Council is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. Qualified applicants are provided with an equal opportunity and selection decisions are based on job-related factors.