Bilingual Member Services Representative...

FUNCTION: The Member Services Level 1 teammate is responsible for providing exemplary customer service to our member client group. They will assist members over the telephone, via email, and chat, addressing membership inquiries, key/lockbox processes, and member-specific questions. The Member Services Level 1 teammate will direct calls to other departments as necessary, assist with store product purchases, and ensure compliance with the association's policies and procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Create and maintain strong relationships with members by always providing effective and efficient service in a professional and courteous manner.
• Ensure accurate maintenance of member records.
• Email reminders for classes as needed.
• Ensure compliance with the Association's policies regarding payments.
• Assist with education class registrations.
• Be knowledgeable of continuing education requirements for license renewals or other requirements.
• Help with classroom check-ins for classes, distribution of class materials.
• Set-up and tear-down/clean-up for education classes.
• Serve as the point of contact for individuals seeking information, assistance, training on products, purchases, and technical support.
• Answer phone calls, chats, emails to ensure excellent communication with patience and efficiency.
• Be on the phone for extended periods, addressing member inquiries with patience and efficiency.
• Ensure the building and member areas are clean, organized, and presentable.
• Assist other departments as needed.
• Process forms as assigned.
• Accept member payments, ensuring all information reaches the appropriate departments for timely processing.
• Train in all member-facing positions.
• Attend training/meetings as assigned.
• Achieves a quality assurance score of A, including tone, professionalism, and first call resolution.
• Maintains a 95% call answer rate with reliable attendance and punctuality.
• Cover store duties including stock, retail responsibilities, and payment handling.
• Successfully answer inquiries from members.
• When viewing a record scan and review for accuracy.
• Must attend new member orientation.
• Complete assigned professional designation course.
• Knowledge of staff roles within the building and awareness of ongoing events.

• Display a commitment to the success of the association, working to achieve its goals.
• Perform other duties as assigned.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

(none specified)