Outbound Member Service Rep.Orlando, FL (on-site)

NEWITY is America’s Small Business Marketplace, focused on empowering entrepreneurs with access to trusted service providers and loan solutions. We are looking for a Member Services Representative, well versed in call center operations, to join our Member Services team.

In this role, you will act as a liaison between members and the Company’s internal departments. The Member Services Representative is responsible for making outbound calls for various projects and service offerings to generate revenue while assisting with inbound queues. While managing inbound calls, the Representative will promote a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

We are seeking candidates who can adapt quickly to changes in a fast-paced environment, are eager to take on new challenges, and who feel comfortable working with performance driven metrics. We are firm believers in building relationships with our members to deliver products and services designed to enhance their business. The ideal candidate will be a good conversationalist who genuinely wants to help people grow their businesses by promoting excellent products and services.

Qualifications

  • Call center experience is a must – outbound is a plus
  • Comfortable in dynamic, high-volume environments
  • Exceptional interpersonal, written, and verbal communication skills
  • Ability to handle a wide range of situations over the phone with tact and diplomacy
  • Effective time management and self-accountability
  • Comfortable using HubSpot the Customer Relationship Management (CRM) is a plus
  • Able to multi-task under time pressure
  • Entrepreneurial spirit and willingness to take on challenges
  • Ability to adapt to changing circumstances and priorities
  • Comfortable working and learning independently

Description & Responsibilities

  • Participate in outbound campaigns to cross sell products and services
  • Field incoming telephone calls regarding service questions, website registration and navigation, tech bug issues, and other customer concerns in a timely and appropriate manner
  • Educate members on their requests providing first call resolution (when possible) working with appropriate internal/external resources, and ensure closure of all inquiries
  • Document all activities for quality and metrics reporting through CRM application
  • Deliver a great customer experience to all members internally and externally
  • Work with other departments on cross functional tasks and projects
  • Follow and maintain strict adherence to policies, privacy protocols, and processes
  • Maintain performance and quality standards based on established call center metrics including turn-around times
  • Maintain in-depth understanding of the Company’s different services
  • Make recommendations according to customer’s needs
  • Maintain high customer satisfaction scores and strive to improve these continuously
  • Perform other ad hoc duties, as needed

Location

  • Orlando, FL (on-site)

 

NEWITY is an Equal Opportunity Employer and consider applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status,  military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic  protected by applicable laws.