Member Care Specialist - Hybrid
Do it Best
Member Care Specialist - Hybrid
Do it Best
Posted 3 months ago
Full Time
Chicago, Illinois
Hybrid
Smart Summary
Responsibilities
The Member Care Specialist will provide support to members with questions and issues related to various member-facing applications. Responsibilities include phone support, troubleshooting errors, generating reports, and training new users.
Qualifications
We are looking for a Member Care Specialist to provide support to members with questions, issues, and training. The ideal candidate will have a high school diploma, experience with personal computers and Google Suite, and strong communication and problem-solving skills. Experience providing phone support and familiarity with training or mentoring others is highly valued.
Job Description
Member Care Specialist - Hybrid
Location: Chicago, IL
Level: Hourly
Division / Department: Sales / Member Care
Reports to: Member Care Supervisor
Travel: Minimal travel may be required if needed for training; 2x per year for Fall and Spring Markets
Hours: Monday - Friday
Salary Range: $43,493 - $57,308 based on skills and qualifications
About the Role:
This group provides member care which includes support for members with questions, issues and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member facing support areas.
If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Administrative Professional, Support, Call Center, Phone Triage
Responsibilities include:
Education and Experience:
Minimum
Skills and Abilities:
Minimum
Benefits available to you:
About Do it Best:
We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.
Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.
Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams
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.
Location: Chicago, IL
Level: Hourly
Division / Department: Sales / Member Care
Reports to: Member Care Supervisor
Travel: Minimal travel may be required if needed for training; 2x per year for Fall and Spring Markets
Hours: Monday - Friday
Salary Range: $43,493 - $57,308 based on skills and qualifications
About the Role:
This group provides member care which includes support for members with questions, issues and training regarding key areas that members interact with Do it Best. These areas include but are not limited to: member portal (mydoitbest.com), Mobile Assistant, Member Invoice Manager (MIM), Claims system, Market Savings Builder (MSB), Order, Member Catalog, and other member facing support areas.
If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Customer Service, Administrative Professional, Support, Call Center, Phone Triage
Responsibilities include:
- Participate in phone support rotation / group receiving member calls.
- Answer member email questions regarding portal applications including but not limited to the base site, catalog, claims, invoices, market sites. Maintain content in areas of responsibility.
- Troubleshoot reported portal and application errors.
- Provide full support and administration of the Mobile Assistant program.
- Provide support for our Market Savings Builder application.
- Escalate calls to 2nd level support, Infrastructure or the business users as appropriate.
- Monitor 2nd level call alerts keeping users updated on issue status.
- Generate member reports.
- Test new applications or modifications to the member facing applications.
- Train and stay current on new applications and changes to the member facing applications.
- Utilize call tracking software for knowledge base and historical research.
- Train new member owners and Do it Best team members on system use and application.
Education and Experience:
Minimum
- High School Diploma or equivalent
- Experience with personal computers
- Knowledge of Google Suite including Docs and Sheets
- Knowledge of Internet communications
- Experience with training/mentoring/coaching/helping others understand a process
- Problem solving experience
- Experience providing phone support to end users
Skills and Abilities:
Minimum
- Good communications skills
- Organized
- Patience and calm demeanor
- Testing / Quality assurance skills
- Create and edit Google documents
- Excellent phone communication skills
- Ability to juggle multiple open issues and prioritize for urgency
- Ability to create and edit access database applications
Benefits available to you:
- Full insurance benefits package including Medical, Dental, & Vision
- Paid time off to foster work/life balance
- Profit sharing
- Bonus Pay opportunities
- Retirement funding opportunities
- Education reimbursement
- Health club reimbursement
- Career advancement opportunities
About Do it Best:
We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.
Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.
Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams
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.
Do it Best
Based in Fort Wayne, Ind., we are the only U.S.-based, member-owned, comprehensive and fully integrated hardware, lumber and building materials buying cooperative in the home improvement industry. With annual sales of nearly $5 billion, we are proudly serving thousands of member-owned locations throughout the United States and more than 50 other countries.
In addition to our low up-front prices, we provide our members with consistently high year-end rebates—more than $1 billion in the last decade—which enables them to reinvest in their stores by expanding merchandise selection through additional locations and making capital improvements.
We have a long-standing history of strength and stability, driven by our industry-leading lowest cost of operations—just 2.12% for the 2017 fiscal year. We continue to maintain the highest credit rating in our distribution channel.
Interested in joining our team? With a variety of different disciplines and opportunities to explore new roles, you can find a career with us that brings out the best in you. Visit www.doitbestcareers.com to learn more.
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