Member Service Specialist

The Member Services Specialist role is an integral part of the GOVX Customer Operations success, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. Guiding, teaching, and leading our Member Services and operations to success with their service interactions through process, product, quality assurance and escalation support. The role supports the day-to-day business through the support of the expert teams, vendor partners and the overall operations by shifting gears from floor leader to project support, to front line ticket support as business needs dictate.   

Work Location:  In office at San Diego, CA location.

Roles and Responsibilities

• Support a shift of Experts through “helpdesk” style support for product, process, operations, logistics, & escalation.
• Provide direction, guidance, and training as needed to support day-to-day operational questions to a large team of omnichannel Experts virtually and in person. 
• Handle escalated customer situations with the utmost professionalism using win-win methods and tactics. 
• Track, trend, and problem solve customer and business challenges to improve business methods and procedures.
• Provide leadership and guidance to Expert staff during times of high-volume traffic to ensure service levels are met. 
• Prioritize triage support and escalation requests from the floor and business partners. 
• Provide accurate and timely solutions and support to Expert questions and customer escalations. 
• Deliver customer retention or customer relations tasks and action. 
• Project management support and other back-office assignments as business needs dictate. 
• Vendor support for all GOVX affiliate partners, vendors, or brands. 
• Complete department projects and special assignments on time, and efficiently as business need dictate  
• Be or become the subject matter expert for GOVX process, guidelines, and workflows. 
• Support direct to consumer requests based on business needs and member demand (handling cases).

Key Performance Indicators

• Contact Center service level achievement to goal for contact center and overall operations. 
• Accuracy % for tickets personally solved, department accuracy %, and Quality Assurance Monitoring scores. 
• Vendor Partner performance to GOVX goals and objectives. 
• Tickets solved traffic and customer satisfaction scores.
• Projects and assignments completed on time and on budget. 
• Customer Relations Service Level Metrics. 

Requirements

• High school diploma or equivalent required. 
• 1-2 years of customer service experience roles (serving direct customers). 
• 1-2 years high volume customer contact center or omnichannel operations experience desired.
• Ability to work across multiple computer-based platforms concurrently (3-5 internal tools at the same time). 
• Mindset to track, trend, record data and customer information to support department level solutions. 
• Proficient in Microsoft office products: Word, Excel, PowerPoint, Outlook. 
• Professional communication skills: verbal, written, 1:1, group, in-person, on video platform or conference calls. 
• Track record of reliability for shift coverage and adhering to work schedule with prior roles. 
• Ability to perform well in a highly dynamics, diverse, and rapidly changing environment. 
• Ability to work opening or closing shifts within operating hours of Contact Center, will include weekends and Holidays).  

Supervisory Responsibilities
This position will not have supervisory responsibilities.

Travel Requirements
This position will not have travel requirements.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work Location: This is a hybrid position that combines working onsite at the GOVX corporate office in San Diego, CA and working remotely from home. You will be required to report to the office a minimum of three days per week and work a full eight-hour shift each day (8:00 a.m. - 5:00 p.m.) from the office.  No relocation allowance or visa sponsorship will be provided.

Physical/Mental Demands

• Physical - This is largely a sedentary role.
• Mental – Problem solving, making decisions, interpret data, organize, read/write.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position will require successful completion of a background check and drug testing prior to starting employment.

Benefits

• Flexible Time Off, Paid Sick Leave, Paid Holidays
• 401(k) plan with discretionary match available
• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
• Employee Referral Program
• Gym on site
• Collaborative work environment in a modern office, stocked with drinks and snacks
• Lunch provided in office one day per week
• Discounts on the GOVX website

Salary Range
$20.00 - $24.00 hourly

AAP/EEO Statement
EOE. Veterans/Disabled

About GOVX, Inc.
Savings for Those Who Serve

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the American military, law enforcement, firefighting, medical services, and government personnel. We are dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.