NEA Member Benfits

  • Member Service Representative

    Job ID
    2018-1047
    Category
    Customer Service/Support
    Union Position
    Yes
  • Overview

    This position is responsible for providing prompt, accurate and courteous sales and service assistance to NEA members who inquire about NEA Member Benefits products and services by telephone, mail and email.

    Responsibilities

    • Responds to telephone, mail and email inquiries from members, affiliates, staff and suppliers/vendors; verify and update member records including address, phone and email.
    • Provide support in meeting departmental goals for service level, quality and sales through schedule adherence, offering superior member centric customer service and sustaining proposed goals for cross-selling activities.  
    • Accurately and promptly enters data into the MDS Data Base to ensure fulfillment of individual and bulk requests. Performs follow-up tasks as required.
    • Responds to concerns from members and affiliates regarding NEA Member Benefits products and services. Forward concern to appropriate member advocate to perform all follow-up work necessary on a timely basis. Advocate will follow up with member to ensure resolution is satisfactory and capture resolution for corporate reporting.
    • While engaged in telephone conversation with a member, suggest appropriate products in which the member may be interested but does not currently participate. During product specific cross-sell or service drives, engage and offer product or service to non-participants. Attains budgeted participation objectives as assigned.
    • Offer assistance in retaining membership to ensure product participation guidelines are met.
    • Provide web assistance and offer solutions for ease of use through the MB intranet and E-commerce, providing business transactions via electronic medium; facilitating applications, assisting with password searches or servicing internet needs.
    • Other projects as assigned:
    • Performs several other tasks that are required for the efficient operation of the Member Service Center. Not all incumbents may perform the same tasks. Assignments for specific tasks are made by the Member Service Supervisor. These may include:
    • Assist with various special projects in support of the segment and/or program managers.   Duties may include: data entry, email, mail support, inbound and/or outbound calls
    • Process all incoming mail. Respond to inquiries, research and resolve member concerns.  
    • Respond to inquiries, research requests and concerns via phone or various email support systems: Ask-Us@neamb.com, customercare@nea.org, AskStudentEnroll@neamb.com, MyAdvocate@neamb.com and NEA Academy
    • May perform some duties as back-up to department coordinator such as facilitate applications, pull and respond to voicemail and offer assistance with email response to customercare@nea.org, AskStudentEnroll@neamb.com, and NEA Academy
    • Enters orders of NEA MB products or services that member has requested or purchased.
    • Interact on a regular basis with NEA national, state and local offices.
    • Participates in survey activity that supports the promotion of NEA MB programs.
    • Facilitates the timely processing of COMP-LIFE claims.
    • Provides assistance to NEA MB and SEIU field staff when needed. May occasionally be asked to make presentations and/or speak about NEA or SEIU Member Benefits Programs. 

     

    Qualifications

    This position requires: knowledge of a body of standardized rules, procedures, or operations requiring some training or experience to perform the full range of standard office support assignments and to resolve routine recurring problems; practical knowledge of basic procedures in a technical field to perform limited, recurring assignments; skill to setup, operate and adjust equipment in performing standardized operations.

    • 2+ years of customer service experience, involving telephone sales and /or service.
    • Ability to recognize when to offer/cross-sell other NEA MB products not currently held by the member through wide ranging product and service knowledge.
    • Intermediate to excellent oral and written communication and telephone skills required.
    • Intermediate data entry and computer skills.
    • Demonstrated proficiency with automated data base systems.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed