Member Services Specialist

Position: Administrative Support

Matrix reporting to the Member Experience Manager, the organizational Integrator, and Visionary. The member services specialist is responsible for answering and directing phone calls, emails and other communications to the appropriate teams/locations, entering new leads, assisting current members with their membership and account questions, processing transactions, and follow-up outbound calls. This role is also responsible for assisting in the monitoring of accounts receivable, ensuring accuracy, processing, and monitoring incoming payments, and initiating collections on accounts that are past due*.

Seat Responsibilities:

• Member Reservation System Support: Freedom Boat Club of Wilmington reservations line supports our membership in securing, editing, and cancelling reservations associated with their membership including reciprocal locations. This line is active Monday thru Friday, 9am-3pm.
• Member Billing: The member services specialist communicates with members to request payment, arranging payment plans if appropriate. Assisting members in updating accounts with changes to personal or payment information is essential to maintaining positive cashflow in the organization.
• Member Training: The membership services specialist assists new, current, and reciprocal members in scheduling training with our licensed captains. This includes maintenance of members training records in the Freedom Boat Club reservation system.
• Membership Maintenance: The member services specialist educates members about queries related to the transfer, pause, or cessation of membership, referring to the Freedom Boat Club of Wilmington membership agreement and elevating as appropriate.
• Systems Maintenance/Reporting: The member services specialist provides administrative support to the Freedom Boat Club of Wilmington leadership team by maintaining records across several platforms, ensuring appropriate privacy and confidentiality.

• This role also includes other administrative duties as assigned.

Skills and Abilities

• Embrace change and expansion as the organization is growing at a rapid pace,
• Strong customer service and phone skills,
• Comfortable using a multitude of different computer applications,
• Excellent verbal and written communication skills,
• Capable of multi-tasking, highly organized, and detail oriented,
• Ability to work independently and in a team environment,
• Ability to work in a fast-paced environment with occasional process changes and,
• Protect and secure members' personal information.

Basic Qualifications

• Customer service experience,
• Proficiency working on a computer and experience utilizing the Microsoft suite,
• Career Level Required- Entry Level- Experienced,
• Experience Required- 2+ Years and,
• Education Required- High School Diploma, Associates or Bachelor's degree preferred.

Must be able to pass a drug test and background check.

Hours of Operation & Location

• Job Location: Wilmington, NC
• Member Experience Center Hours: 9AM- 3PM 5 days a week and 360 days a year
• Compensation: Starting Salary $38,000
• Full-time, varied days and hours, some holiday and weekend availability required.

Benefits

• 5% cash bonus annual target,
• 2 weeks paid leave annually and,
• Discounted local club membership available upon successful completion of the 90-day probationary period.