The Member Services Specialist role is an integral part of the GOVX Customer Operations success, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. Guiding, teaching, and leading our Member Services and operations to success with their service interactions through process, product, quality assurance and escalation support. The role supports the day-to-day business through the support of the expert teams, vendor partners and the overall operations by shifting gears from floor leader to project support, to front line ticket support as business needs dictate.
Work Location: In office at San Diego, CA location.
Roles and Responsibilities
Key Performance Indicators
Contact Center service level achievement to goal for contact center and overall operations.
Accuracy % for tickets personally solved, department accuracy %, and Quality Assurance Monitoring scores.
Vendor Partner performance to GOVX goals and objectives.
Tickets solved traffic and customer satisfaction scores.
Projects and assignments completed on time and on budget.
Customer Relations Service Level Metrics.
Supervisory Responsibilities This position will not have supervisory responsibilities.
Travel Requirements
This position will not have travel requirements.
Other Duties
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.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Work Location: This is a hybrid position that combines working onsite at the GOVX corporate office in San Diego, CA and working remotely from home. You will be required to report to the office a minimum of three days per week and work a full eight-hour shift each day (8:00 a.m. - 5:00 p.m.) from the office. _ No relocation allowance or visa sponsorship will be provided. _
Physical/Mental Demands
_ Position will require successful completion of a background check and drug testing prior to starting employment. _
Salary Range
$17.00 - $22.00 hourly
AAP/EEO Statement
EOE. Veterans/Disabled
About GOVX, Inc.
Savings for Those Who Serve
GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the American military, law enforcement, firefighting, medical services, and government personnel. We are dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.
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