Job Description

Overnight Member Representative

Council Bluffs
Member Services

We are seeking a dedicated and customer-oriented Overnight Member Representative to join our team. The ideal candidate will provide exceptional service to our members during the overnight hours, ensuring that their needs are met and any inquiries are handled efficiently. This position requires strong communication skills, a problem-solving attitude, and the ability to work independently in a fast-paced environment.

- Serve as the first point of contact for members during overnight hours, responding to inquiries via phone, email, and live chat.
- Assist members with account inquiries, transactions, and general information, maintaining high standards of service to enhance member satisfaction.
- Resolve member issues or complaints promptly and professionally, escalating complex situations to management as needed.
- Maintain up-to-date knowledge of products, services, and policies to effectively assist members and provide accurate information.
- Monitor and manage any overnight operations, ensuring security protocols are followed and the facility is safe and welcoming.
- Document member interactions accurately in the system, tracking issues and resolutions for future reference.
- Collaborate with team members to share insights and feedback for continuous improvement in member service processes.
- Participate in training and development sessions to enhance skills and product knowledge.
- Perform other related duties as assigned by management.

**Qualifications:**

- High School Diploma or equivalent is required; Associate's or Bachelor's degree in a related field is a plus.
- Previous customer service experience, preferably in a member services or call center environment.
- Exceptional verbal and written communication skills.
- Strong problem-solving abilities and a positive demeanor under pressure.
- Proficiency in using computer systems and software, including Microsoft Office Suite and CRM tools.
- Ability to work independently with minimal supervision and manage time effectively.
- Availability to work overnight shifts, including weekends and holidays as required.

**Compensation and Benefits:**

- Competitive hourly wage
- Opportunity for professional growth and development
- Supportive team environment

We are an equal opportunity employer and welcome applicants from all backgrounds to apply. Join us and be a part of a team that values member satisfaction and strives to deliver outstanding service around the clock!

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