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Lions Clubs International Member Support Representative in Oak Brook, Illinois

Job Summary

The Member Support Representative provides superior customer service to Lion members through multiple communication channels including but not limited to chat, e-mail, and phone. The Member Support Representative will also carefully research and resolve member questions or concerns by utilizing internal databases and the Lions resource center.

Responsibilities and Duties

  • Provide excellent customer service while helping Lion users via phone calls, chat and ticketing software to use our proprietary software.

  • Respond to member issues pertaining to Lions-facing websites including MyLion mobile, MyLion for web, Real time Reports, MyLCI, Find a Club, the Directory, e-clubhouse, or e-Store.

  • Troubleshoot, research and make recommendations regarding the appropriate course of action as it pertains to using the software, administering a club or district or placing an order for club supplies.

  • For users of the e-Store be knowledgeable about the procedures for ordering or returning merchandise.

  • Explain step by step technical troubleshooting solutions related to our software.

  • Provide resources and information to Lions members in the field.

  • Effectively communicate with user while documenting conversations, exchanges, or sessions into Zendesk ticketing software.

  • Draft and/or produce association manuals, user guides, FAQ sheets and standard template responses to common e-mail or written correspondence from Lions members.

  • Respond to member issues or questions pertaining to programs administered by the Member Service Center

  • Demonstrate conflict resolution, negotiation, and de-escalation skills.

Qualifications and Skills

  • High School diploma or equivalent.

  • A minimum of one year in a customer service role

  • One to two years of technical customer service preferred

  • Experience with a high volume of work and ability to meet deadlines.

  • Demonstrated aptitude for troubleshooting browser, Android or mobile software issues