Member Services Representative (Phoenix)

Great American Media is home to the family-friendly and faith driven portfolio of brands Great American Family, Great American Faith & Living, and Great American Pure Flix. We are committed to providing an uncompromised, uplifting environment that celebrates Faith, Family, and Country for the entire family. We are dedicated to our audience, and we believe that strong brands and high-quality programming create an unparalleled fan experience across the Great American Media portfolio.

We are seeking a growth-centric, excellence-focused Member Services Representative to join our team. Candidates must be able to work onsite in Phoenix, AZ 85016 during the hours of 6am - 6pm Monday - Friday.

Job Purpose

The Member Services Representative responds to customer inquiries by phone, email and chat for the majority of the day. They troubleshoot, communicate solutions, resolve issues, and save accounts from canceling when the opportunity arises. In this role, the representative handles various inquiries as well as escalations. This role also manages disputes and projects as assigned.

Overall, the representative possesses an in-depth understanding of the various devices they encounter and is able to access the billing platform to assist with various member concerns. It is imperative that the Member Services Representative can demonstrate leadership, empathy, and excellent customer service skills.

Duties and Responsibilities

• Manage large amounts of inbound calls, chats, and emails from Great American Pure Flix members in a timely manner, including highly escalated situations.
• Self-manage and complete duties as assigned; stays informed of the various product offerings and potential device issues.
• Address members’ billing concerns and troubleshoot device issues.
• Follow communication “scripts” when handling various topics.
• Identify members’ needs, clarify information, research every issue and provide accurate, satisfactory answers and solutions to their queries and concerns.
• Build rapport with members quickly, always going the extra mile to ease concerns and meet needs.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about billing and other account items.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. When additional assistance is needed, escalate calls to Leads or Supervisors.
• Collaborate with other Member Services professionals to improve customer service.
• Meet personal and team qualitative and quantitative targets.
• Complete quality and audit-oriented projects as needed.
• Other projects and responsibilities as assigned.

Qualifications

• High school diploma, GED, or equivalent required.
• Proficient in basic computer skills.
• Experience with Microsoft Office suite.
• Must have Customer Service experience. Call center, face to face or chat required.
• In depth knowledge and understanding of various devices utilized by Great American Pure Flix members, or the ability to master each quickly.
• Highly detail oriented.
• Quick learner and one who seeks to grow with the company.
• Customer focus and adaptability to different personality types.
• Must have the ability to sell (save accounts), build rapport.
• Able to multitask under pressure and maintain customer focus.
• Excellent written and verbal communication skills, including active listening.
• Bilingual (English/Spanish) is a plus.

Working Conditions

This position is fully onsite in an office environment and minimal travel may be required.

Physical Requirements

To meet the essential requirements of this position, you must be able to:

• Sit for long periods of time; more than 30 minutes
• Stand for long periods of time; more than 30 minutes
• Type and complete other meticulous tasks
• Bend and reach
• Lift up to 15 pounds at a time

Direct Reports

None.

Compensation, Benefits and Application Process

Competitive base salary commensurate with experience. We offer a comprehensive benefits package including:

• 401(k) retirement plan with employer match
• Employer paid medical, dental and vision insurance
• Employer paid STD and LTD
• Employer paid life insurance and AD&D plus voluntary supplemental options
• Pet Insurance
• Comprehensive paid time off – vacation, sick leave and holidays