Member Services Specialist

Title: Member Services Specialist

Reports to: Manager, Member Services


Position Overview

The Member Services Specialist is an enthusiastic customer service agent skilled at building rapport with our diverse members while answering account questions resolving issues and maximizing sales opportunities. Specialized in working in the travel industry, they ensure that membership needs are met and customer satisfaction is the highest priority.

The Member Services Specialist is customer facing and responsible for assisting with membership questions, inquiries and dealing with issues or concerns in an efficient and professional manner. 

The primary responsibilities for this position include, but are not limited to, the following:

Customer Service:

  • Provide day to day customer service to our members by providing information, handling inquiries, and ensuring quality top support.
  • As our primary customer service representative, this position assist members with general membership questions and follow up.

Administrative Duties:

  • Fulfillment of potential membership kits
  • Provide information about Ensemble products and services
  • Review or make changes to customer accounts
  • Record details of Member contacts and actions taken
  • Refer Members to Ensemble Team Members if they need a deeper level of attention
  • Capturing client inquiries into our CRM
  • Provide pro-active service to Members as requested by superior
  • Make connections with potential members to offer information and service as needed.
  • Follow up with new member leads

Additional duties and responsibilities as assigned by the Manager of Member Services 


Core Competencies:

Decision making

  • Teamwork
  • Reliability
  • Problem solving
  • Adaptability
  • Planning and Organization
  • Integrity
  • Initiative 

The position of Member Services Specialist requires a versatile individual who can think on their feet and multi-task while being a fantastic team player. They will be organized, deliberate with their time and provide exceptional ability to be a problem solver in a fast-paced organization. The successful applicant must communicate effectively and clearly in both verbal and written communication and be willing to work with others for the success of the team. Proficient PC skills with knowledge of Microsoft word and excel. Must possess a positive attitude and a willingness to learn and grow their skill-set.  


Perks of the job

  • Full time position with competitive salary
  • Medical and dental benefits
  • Vacation / Personal / Sick Days
  • 401K and matching Retirement Program


About Ensemble Travel Group:

Established in 1968, Ensemble Travel Group is a proactive, member-owned and member-run organization of approximately 850 top-tier, independent travel agencies in the U.S. and Canada, and with recent expansion into Australia and New Zealand. For our members, we design unique consumer vacation products; innovative and integrated marketing programs with sophisticated database segmentation; intuitive technology platforms and tools; and business coaching, training, and collaborative networking. These products, tools, and services help Ensemble-member agencies deliver extraordinary vacation experiences that travelers could rarely get on their own. By leveraging our global presence, we offer our members top profit-sharing levels and preferential commissions with the world's leading providers of travel products and services; deliver high volume sales to our preferred suppliers; and enable members to offer their clients authentic experiences and exclusive benefits that will inspire their passion for travel. Our U.S. office is based in New York City; Canadian offices in Toronto and Montreal; and the Australia/New Zealand office in Sydney.

Requirements

  • College degree and / or knowledge of travel industry
  • Customer service experience
  • Excellent communications skills - both verbal and written
  • Proficient in PC skills with knowledge of Microsoft Word/Excel
  • Prior sales experience, preferred
  • Detail oriented
  • Ability to multi-task
  • Well organized