Member Services Representative

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    "requisitionDescription": "<div><div><div><h1><span style=\"font-size: 18px;\">Position Summary:</span></h1><p style=\"margin-left:0in;\">The primary responsibility of this role is to respond to member and customer inquiries through Salesforce and to manage inbound and outbound telephone communications regarding IMA products, services, certification programs, and membership accounts. The position ensures timely, accurate, and professional support to enhance the overall member experience.</p><h1><span style=\"font-size: 18px;\">Key Responsibilities:</span></h1><ul style=\"list-style-type: disc;\"><li>Respond to member and candidate inquiries via Salesforce, phone, email, social media, and mail in a timely and professional manner.</li><li>Handle inbound and outbound calls regarding membership, certification, products, services, billing, and account inquiries.</li><li>Research, resolve, and document customer issues, including account discrepancies, billing adjustments, and payment processing.</li><li>Maintain accurate and up-to-date member records in IMA&rsquo;s database systems.</li><li>Apply organizational policies and procedures to ensure consistent service and member satisfaction.</li><li>Escalate complex issues to appropriate departments and collaborate with internal teams as needed.</li><li>Stay current on IMA membership options, benefits, programs, and retention initiatives.</li><li>Support member events and assist with additional projects or assignments as directed.</li></ul><h1><span style=\"font-size: 18px;\">Knowledge, Skills, Abilities, and other Requirements:</span></h1><ul style=\"list-style-type: disc;\"><li>Associate or bachelor&rsquo;s degree preferred and a minimum of 1 year of experience in operations, call center, customer service, or sales environment.</li><li>PC skills include Microsoft Office products, spreadsheets, and database applications.</li><li>Must have excellent communication, organizational, people and telephone skills.</li><li>Proactive attitude and good problem-solving skills.</li><li>Ability to work effectively in a high-pressure, fast-paced environment.</li><li>Effective conflict resolution ability.</li><li>High level of integrity and the ability to maintain the confidentiality of sensitive and proprietary information.</li><li>Team-oriented, respectful, empowered, and professional with a &ldquo;can do,&rdquo; forward-thinking approach who takes initiative.</li><li>Ability to communicate effectively in both written and oral communications.</li><li>Respectful, helpful, professional, and volunteers to assist others.</li></ul></div></div></div>\n",
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