Senior Member Support Agent Customer Success Dayton, Ohio Apply **Description** Are you ready for a change? At GS1 US, employees at every level play a vital role and provide a meaningful voice on issues that affect consumers across the country. We are a small company with a world-class culture, and we make a huge impact on the way the world does business. **What is in it for you:** As a Senior Member Support Agent at GS1 US, you have the opportunity to make an impact on the way the world does business. And you’ll do it in a high performing, stable, and financially sound company. Our world-class work culture is something we are proud of and work on continuously. Providing work culture feedback at GS1 US is not just ok, it’s expected AND acted upon. Your voice matters at GS1 US. **Who you are:** You have a comprehensive understanding of GS1 US products and services. You can quickly establish and maintain professional relationships with colleagues and management. Furthermore, you have a background in team leadership or mentorship. Experience in call monitoring and scoring is preferred. Your qualifications include an associate’s degree and over five years of experience in a call center environment. Additionally, you demonstrate exceptional PC skills and a solid proficiency in Microsoft Office. **What you will do:** Reporting to the Supervisor, Member Support you will assist in providing training, guidance and coaching for more junior Member Support Agents to ensure their thorough knowledge and understanding of each GS1 US entity, and that the membership database is accurate and updated. Serve as the department contact responsible for responding to escalations, information requests, answering agent questions and resolving issues. Assist/conduct ongoing agent coaching and cross training in support of daily tasks. In addition, you will function as the backup for the manager. You will manage and resolve issues received via phone, email and mail to closure within the defined Service Level Agreements. You will assist the manager with daily oversight of resources in support of inbound Contact Center volumes. You will maintain open communication with manager and other senior agents related to potential issues and priorities. Additional responsibilities will include ownership of various tasks within Member Support and working on special projects as required. This role will work with associates outside of Member Support to communicate technical questions and concerns. **Essential Duties & Responsibilities** (other duties may be assigned): + Be first point of contact for escalations. Answers questions regarding standards, products/services and conference or seminar information which include content and registration process. + Perform quality assurance monitoring on work performed by associates to ensure high standards are achieved. Monitor and score phone calls, audit work and coach employees for success. + Provide guidance and direction to junior level core group associates to solve difficult situations. + Actively participate in product enhancement and releases. + Updates membership database records to ensure accurate and timely information is readily available to support the entity and customer needs. + Possess expert knowledge of GS1 US products, tools, and services. + Participates in organized training sessions and may participate in developing training materials for new Member Support employees as well as ongoing refresher training. + Responsible to ensure the accuracy and completeness of all customer correspondence. This correspondence may include mail, email, callbacks, and research requests. This will include delegating customer email inquiries to junior representatives. + Represent Member Support as an interface with QA, development, and other cross-functional organizations. + Update Customer Relationship Management database efficiently and accurately. + Provide backup phone support, including Retention outreach. Ready to be part of a team that believes the identification of everything makes anything possible? Apply today – we can’t wait to hear your story! GS1 US is an Equal Opportunity Employer - All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin. GS1 US is not accepting unsolicited resumes from search or staffing firms. All resumes submitted by search or staffing firms to any employee at GS1 US via-email, internet or directly without a valid written search agreement will be deemed the sole property of GS1 US, and no fee will be paid in the event a candidate is hired by GS1 US.