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Member Solutions Representative

| Chicago

The Member Solutions Representative (Retention Specialist) is responsible for contacting and saving Members who have submitted a term request, welcoming new Florist Members to FTD, educating members on FTD's quality and other programs, assisting Members with ordering issues, and general questions and concerns.

You will act as the strategic advisor with FTD Florist Members, which will include: increasing retention rates, enhancing Member services, and creating a positive membership experience. You are responsible for showcasing the value and ROI the Members are receiving, as well as resolving any root-cause issues that led to the cancellation request. At the heart of our business is our Members; you are obsessive and unwavering in your commitment to ensuring your Members success.

What you will give:

  • You will increase retention of Members, Member Loyalty.
  • You will drive outreach to Members who have submitted termination requests
  • You love problem-solving; quickly identifying the root cause of Member issues, and can pinpoint strategies to resolve Member concerns.
  • You can address escalations and resolve difficult Member issues by educating your Members about the risks associated with canceling their contract.
  • You can be a strategic advisor and influence customers to recognize the value of their FTD Membership and identify new opportunities to grow the Member's business.
  • Assisting Members with Path to Order concerns and policy and procedure questions
  • You are conducting and completing New Member Orientation calls
  • You address requests from other teams for Member profitability analysis and other information
  • You are a detailed documenter of phone calls, e-mails, and other communications
  • Perform other duties to support company initiatives and goals as assigned

What we seek:

  • Relevant college education, or an equivalent combination of education and experience.
  • Minimum 3-years' experience in customer service, customer success, pre-sales, sales, account management or similar roles.
  • History of successfully managing customer escalations, balancing customer expectations, and negotiating mutually beneficial resolutions.
  • Reliable customer service & negotiation skills and the ability to overcome objections.
  • Excellent multi-tasking, detailed-oriented and organizational skills.
  • Strong communication skills (verbal, written and social) and professional.
  • Excellent analytical skills, data-driven, commitment to adhering to a process and the strength to make sound business decisions.
  • Team-player with integrity, ability to innovate and improve how we serve our Members
  • Proficient computer skills in MS Office and capability to understand other systems quickly.

What we offer:

  • Come enjoy all the benefits of working for a publicly traded company (stock purchase plan, flexible hours and a healthy vacation plan)
  • Be a part of the blending of cultures across multiple cities and three continents and play a role in helping to build our future
  • Looking for career opportunities? Those that have a positive impact, with a positive approach, have a very bright future as we change, grow, expand and explore new and exciting opportunities for our global customer base
  • Although during peak season this role requires some overtime, during off-peak, we offer our employees Summer hours, where you can take half day Fridays

Come join our team and be part of our exciting transformation. At FTD you will have a broader impact on the overall growth of the business.

Come give FTD a look. This position will be based in Downers Grove, Illinois. We are an incredibly open and inviting company-join our family!

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

In the heart of the Loop! We also have an office in Downers Grove, IL.

What are FTD Companies Perks + Benefits

FTD Companies Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), Employee Stock Purchase Plan (ESPP), life, accident and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions.
FTD Companies, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our diversified portfolio of brands such as ProFlowers, ProPlants, Shari’s Berries, Sincerely, etc.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
401(K) Matching
Discretionary match of 50% on the first 6% of your of pre-tax or post tax deferral. To maximize the employer match, you will need to contribute 6%. Vesting is at 25% each year
Employee Stock Purchase Plan
The Employee Stock Purchase Plan (ESPP) provides employees with an opportunity to share in our growth and to purchase shares of our common stock without payment of brokerage costs, at a 15% discount.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Pet Friendly
At some locations, employees can bring their dogs to work.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
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