Member Services Specialist

The GOVX Member Service Specialist is responsible for ensuring that GOVX members have a seamless and positive experience across all member need touchpoints. You will leverage your expertise in member and customer service, digital platforms, and partner offerings to enhance the overall member needs. Your goal will be to foster member loyalty and drive positive member satisfaction through exceptional service and engagement.

Position Type, Expected Hours of Work, Location | 100% In-Office Role

Full-time, non-exempt position. 100% In-Office role, 5 days per week at the GOVX Fulfillment Center in LaVergne, TN. Work schedule may vary depending on volume demands. This position is not eligible for relocation allowance or visa sponsorship.

Preference may be given to applicants with weekly Saturday and Sunday availability.

Responsibilities

• Member Support: Provide prompt and efficient support to members utilizing GOVX platforms.
• Order Service: Assist with online order inquiries, ensuring accuracy and timely delivery.
• Issue Resolution: Address member complaints and issues, working to resolve them quickly and effectively.
• Collaboration: Work with GOVX teams to ensure a cohesive and member-centric approach across all channels.
• Training: Assist in training new team members with the best experience, best practices and platform use.
• Vendor Support: Inquiry outreach with GOVX partners.
• Key Performance Indicators (KPIs)
• Service Level Achievement: Consistently meets or exceeds defined service level goals, including response time, resolution time, and overall member satisfaction scores.
• Ticket Accuracy Rate: Maintains a high level of accuracy in resolving member support tickets, ensuring quality, consistency, and alignment with targeted performance goals.
• Customer Satisfaction (CSAT): Meets customer satisfaction goals, as measured by post-interaction surveys.
• Project Execution: Completes assigned projects and tasks on time and within budget.

Requirements

• Education: High school diploma minimum with bachelor’s degree or equivalent experience.
• Experience: 2-4 years of experience in customer service, preferably in an e-commerce setting.
• Skills: Strong communication and problem-solving skills, proficiency in Microsoft office products: Word, Excel, PowerPoint, Outlook.
• Attributes: Member-centric, solution-based mindset, positive attitude, and willingness to learn and adapt in a fast-paced environment.
• Supervisory Responsibilities
• This position will not have supervisory responsibilities.
• Travel Requirements
• This position will have minimal travel requirements.
• Work Environment
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, digital phones, headsets.
• Physical/Mental Demands
• Physical - This is largely a sedentary role.
• Mental – Problem solving, making decisions, interpreting data, organizing, reading/writing.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

About GOVX

Savings for Those Who Serve

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the United States military, law enforcement, firefighting, medical services, and government personnel. GOVX is dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base.

As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.