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Member Care Specialist Job

Date: Jun 10, 2019

Location: Westborough-Home Office, MA, US, 01581

Company: BJ's Wholesale Club, Inc.

BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we’re a multibillion dollar operation with more than 200 clubs in 17 states from Maine to Florida.

While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members  love us for providing a supportive and engaging workplace that’s committed to developing great talent.

If you’re a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ’s offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you  succeed.

Member Care Specialist

 

Responsible for overseeing the Order Management team, enhancing order management work flow, and handling escalated member complaints due to order delays.

Responsibilities:

Responsible for overseeing the Order Management team within the call center, including initiating process improvements, recommending system and business improvements, decreasing escalations, monitoring CSAT feedback around order management, and monitoring and reporting out on order management trends.

Manages escalated Member complaints, including speaking to and appeasing irate Members, providing guidance to the tier 2 call center team on de-escalating and resolving escalated complaints.

Provides tier 3 support and final resolution on issues and questions related to Order Management issues.

Provides guidance to call center team on handling and resolving Member issues, with an emphasis on ensuring an excellent Member experience, prompt service, and collecting and acting on all actionable Member feedback.

Work directly with internal buyers regarding stock, pricing and promotions where discrepancies have been raised.

 

Requirements:

Bachelor’s degree and 1-2 years experience

BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.


Nearest Major Market: Worcester