Member Services Representative - Tier I

Great American Media is home to the family-friendly portfolio of brands Great American Family, Great American Faith & Living, Great American Adventures, Great American Community and most recently, Great American Pure Flix.

Great American Pure Flix is the worldwide leader in selecting and streaming faith and family-friendly media that changes lives, inspires hearts, and lifts the spirits of members like you and those you love.

GREAT AMERICAN PURE FLIX MISSION

To select media that strengthens your faith and values, is wholesome, and suitable for the entire family and streamed seamlessly on any device.

Join the team as a Member Services Representative I so we can inspire together as a transformational voice in our culture.

MEMBER SERVICES REPRESENTATIVE TIER I OVERVIEW

The Member Services Representative T1 provides top-tier customer service by responding to customer inquiries by phone and chat. They resolve routine and basic problems, communicate solutions, and focus on saving accounts from cancelling. MSRT1’s also analyze a member's service needs and will escalate items to Tier 2 and Supervisors as appropriate. Overall, the Member Services Representative T1 possesses a moderate understanding of general aspects of the job, demonstrates empathy, customer service skills, and the ability to save accounts while having FUN!

We are the voice of Great American Pure Flix and it is imperative that we create wonderful relationships with our members. Overall, our goal is to be a source of inspiration through media and be the light in a dark world.

RESPONSIBILITIES

• Manage large amounts of inbound calls, chats, and emails from Great American Pure Flix members in a timely manner.
• Follow communication “scripts” when handling various topics.
• Identify members’ needs, clarify information, research every issue and provide accurate, satisfactory answers and solutions to their queries and concerns.
• Build rapport with members quickly, always going the extra mile to ease concerns and meet needs.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about billing and other account items.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. When additional assistance is needed, escalate calls to Tier 2 and Supervisors.
• Collaborate with other Member Services professionals to improve customer service.
• Meet personal and team qualitative and quantitative targets.
• Other responsibilities as assigned.

RESPONSIBILITIES % TIME SPENT

• Inbound Phone calls: 90%
• Responding to emails: 5-10%
• Once proficient, will learn Chat function and assist in that area as needs arise

QUALIFICATIONS

• High school diploma required.
• Proficient in basic computer skills.
• Experience with Microsoft Office suite.
• Must have Customer Service experience. Call center, face to face or chat preferred.
• Detail oriented.
• Quick learner and one who seeks to grow with the company.
• Customer focus and adaptability to different personality types.
• Must have the ability to sell (save accounts), build rapport.
• Able to multitask under pressure and maintain customer focus.
• Excellent written and verbal communication skills, including active listening.
• Bilingual (English/Spanish) is a plus.

GAC Media, LLC is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, national origin, gender, gender identity or expression, sexual orientation, age, disability, genetic information, pregnancy, religion, or any other protected characteristic as outlined by federal, state, or local laws.

Job Type: Full-time

Pay: $17.50 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Ability to Relocate:

• Scottsdale, AZ 85255: Relocate before starting work (Required)

Work Location: In person