Member Services Associate I

About the Role

The Member Services Associate I representative plays a key role in providing front-line support to Patriot Mobile members by addressing inquiries related to account information, billing, and services. This role requires strong communication skills, a problem-solving mindset, and the ability to navigate internal systems efficiently while delivering an outstanding customer experience.

Key Responsibilities

• Handle general customer questions related to accounts, billing, and service-related concerns.
• Provide prompt, accurate, and friendly support to ensure a positive member experience.
• Access, update, and maintain accurate member records in real-time during interactions.
• Identify and escalate complex issues to higher-level support teams or supervisors as necessary.
• Achieve key performance indicators, including Quality Assurance (QA), schedule adherence, and call handling times.
• Build a strong foundation in delivering high-quality interactions and problem resolution.
• Develop expertise in Patriot Mobile policies, billing systems, and account management tools.
• Strengthen active listening and resolution strategies to handle diverse member concerns effectively.

Requirements & Tech Stack

• Exceptional communication; verbal, written, and interpersonal communication skills.
• Ability to quickly learn, analyze situations, and make decisions which support the mission of Patriot Mobile.
• Ability to work in a fast-paced environment and multi-task on work assignments.
• Strong organizational skills.
• Dependable, including excellent attendance.
• Willing to work overtime and Saturdays.
• Proficient with Microsoft Office Suite including MS Teams.

Qualifications

• High School diploma or GED required; Associate's or Bachelor's degree preferred.
• Experience in sales, operations, or executive administrative support is preferred.
• Call center experience preferred but not required.

Physical Requirements

• Must be able to sit or stand for long periods.
• Must be able to work in an office environment.
• Must be able to lift and move items up to 25 pounds.