Position: Member Services Team Lead  

The Member Services Team Lead is responsible for serving as a liaison to the supervisor in the Member Services department while managing existing member service duties. The Team Lead will be responsible for delivering the highest level of customer service to possible to our members, while meeting organizational and operational objectives. Responsible for leading, monitoring, coaching and developing their team to ensure the call center continually improves and achieves established departmental objectives.

Primary Job Responsibilities:

· Monitor team performance and report on metrics

· Discover training needs and provide coaching

· Listen to team members’ feedback and resolve any issues or conflicts

· Answer and respond to high-volume inbound calls and emails from members; assist members with patience and efficiency

· Serve as subject matter expert various loyalty rewards programs with Rewards Network and other partner brands when assisting with member inquiries Problem solver: analyze member accounts and troubleshoot to fully resolve any issue

· Investigate reasons missing dining benefit transactions and process them

· Ongoing team training on new products, partners, policies, procedures and software.

· Evaluate and manage escalated customer complaints.

· Collaborate and interact with various departments including but not limited to: Marketing, Sales, Client Services, Support Center, and Legal to resolve outstanding issues regarding customers.

· All other duties as defined by management.

Qualifications:

· Associate’s or Bachelor’s degree preferred

· 2+ years of customer service experience

· Proven work experience as a team leader or supervisor

· Excellent communication (verbal and written), organizational and leadership skills

· Self-Motivated, proactive, problem solver

· Experience using call center computer software

· Strong organizational and time management skills

Rewards Network is an Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state or applicable law.

#LI-JT1

We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.

We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.

Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.

Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.