Member Service Representative Level II

Job Title: Member Service Representative Level II

Department: Member Services

Reports To: Member Services Manager

FLSA Status: Full-Time, Hourly Non-Exempt

Summary: Member Service Representative supports the Member Services Department in both the Computer Based Training (CBT) labs and the Member Services front window by providing support in assisting participants/clients with training and support on products offered by the organization.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This job requires knowledge and understanding of English grammar and basic computer skills. High school education or equivalent required including 4 + years experience in the area of member service. The requirements listed below are representative of the knowledge, skill, and/or ability required. Bilingual in Spanish a plus.

Essential Functions:

• Be on time and at the assigned post every workday at assigned starting time.
• Turn on and log onto the database and email. Email must be checked twice daily for updates and changes.
• Check-in students according to Front Desk Policy (CS-FD-002).
• Monitor Sterling queue and pass or fail the student's SSV as needed.
• Answer phones in a professional and efficient manner before the 3rd ring. If necessary, say, Alliance Safety Council, please hold, finish the student you are checking in and then complete the call. If the issue appears to be one that will take more than 1 or 2 minutes to solve, take a number and return the call in a TIMELY fashion.
• Assist member companies with issues involving registration or employee training.
• Set up companies in the database when necessary.
• Process student payments and refunds.
• Process Alliance Safety Council outgoing mail as assigned.
• Batch money, when cash is received.
• Assist the CBT Lab as necessary.
• Clean work areas daily.
• Troubleshoot IT issues.
• The individual closing the front (staying until 4:00 p.m.) is responsible for ensuring that both the side and vending doors are locked before they leave.

Non-Essential Functions:

• Perform other duties as may be assigned.

Computer Skills: Must be competent in all functions of the Alliance Safety Council computer programs and databases.

Other Skills and Abilities: Must be dependable, able to communicate well with others, and act in a professional manner while under stress periods of time.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of an MSR-2, the employee must be able to stand for extended periods of time, be able to regularly walk, climb, balance, stoop and kneel and must occasionally lift and/or move up to 25 pounds.

Work Schedule:

Monday Saturday, days and times vary depending on office schedule. Occasionally one Saturday a quarter for training and development is required. Overtime may be required.