Member Support Representative

Member Support Representative (Member Care Specialist)

Location: Fort Wayne, IN

Level: Hourly

Division / Department: Sales / Member Care

Reports to: Member Care Supervisor

Travel: Minimal travel may be required if needed for training; 2x per year for Fall and Spring Markets

Hours: Monday-Friday 10:30 a.m. - 7:00 p.m.

About the Role

This group provides member care which includes support for members with questions, issues and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member facing support areas.

If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Administrative Professional, Support, Call Center, Phone Triage

Responsibilities Include:

• Participate in phone support rotation / group receiving member calls.
• Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, market sites. Maintain content in areas of responsibility.
• Troubleshoot reported portal and application errors.
• Provide full support and administration of the Mobile Assistant program.
• Provide support for our Market Savings Builder application.
• Escalate calls to 2nd level support, Infrastructure or the business users as appropriate.
• Monitor 2nd level call alerts keeping users updated on issue status.
• Generate member reports.
• Test new applications or modifications to the member facing applications.
• Train and stay current on new applications and changes to the member facing applications.
• Utilize call tracking software for knowledge base and historical research.
• Train new member owners and Do it Best team members on system use and application.

Education and Experience:

Minimum:

• High School Diploma or equivalent
• Experience with personal computers
• Knowledge of Google Suite including Docs and Sheets
• Knowledge of Internet communications
• Experience with training/mentoring/coaching/helping others understand a process
• Problem solving experience
• Experience providing phone support to end users

Skills and Abilities: Minimum:

• Good communications skills
• Organized
• Patience and calm demeanor
• Testing / Quality assurance skills
• Create and edit Google documents

Desired:

• Excellent phone communication skills
• Ability to juggle multiple open issues and prioritize for urgency
• Ability to create and edit access database applications

Benefits Available To You:

• Full insurance benefits package including Medical, Dental, & Vision
• Paid time off to foster work/life balance
• Profit sharing
• Bonus Pay opportunities
• Retirement funding opportunities
• Education reimbursement
• Health club reimbursement
• Career advancement opportunities

About Do it Best:

We're the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture:

Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made.

Our Philosophy:

Serving others as we would like to be served

Our Mission:

Making the best even better

Our Goal:

Helping members grow and achieve their dreams

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.