The Member Service Supervisor role is an integral part of GOVX Member Support Operations, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. The role supports the day-to-day business success through process, product, quality assurance, digital and escalation support.
Position Type, Expected Hours of Work, Location | 100% In-Office Role
Full-time, exempt position. 100% In-Office role, 5 days per week at the GOVX fulfillment Center in La Verge, TN. Work Schedule may carry depending on volume demands. This position is not eligible for relocation allowance or via sponsorship.
Training
This position may require travel to the GOVX corporate office in San Diego, CA. Travel expenses will be paid by the company.
Responsibilities
- Supervise a team of Member Service Experts, providing “helpdesk” style support for product, process, digital channels, and escalations.
- Provide direction, guidance, and training to support day-to-day operational questions for a large team of Experts in person.
- Coordinate staff, workflows, and member traffic daily to drive team production and promote team success.
- Provide leadership and guidance to the Member Services team during times of high-volume traffic to ensure service levels are met.
- Manage escalated customer situations with the utmost professionalism, using win-win methods and tactics to maintain customer satisfaction.
- Track, trend, and problem-solve customer and business challenges to improve procedures.
- Provide case solution support as business needs dictate.
- Support vendors, including all GOVX affiliate partners, vendors, and brands.
- Collaborate with stakeholders (e.g., Category Managers, Partner Success, Accounts).
- Complete department projects and special assignments on time, as business needs dictate.
- Assist with team projects and other duties as needed to meet business objectives.
Key Performance Indicators (KPIs)
- Member Service service-level achievement to meet team business goals.
- Accuracy % for tickets personally solved, Department accuracy %, and Quality Assurance Monitoring scores.
- Third Party Member Service Vendor performance to GOVX goals and objectives.
- Projects and assignments are completed on time and on budget.
- Customer Relations Service Level Metrics.