Job Details

Member Experience Representative (Call Center Representative)

Freedom Boat Club is the nation's oldest and largest private member boat club with locations both nationally and internationally. We are currently looking to add a full-time Member Experience Representative (Call Center Representative) to our Member Experience Center Team.

The Member Experience Representative will report to the Member Experience Supervisor and assist in all activities associated with inbound and outbound customer operations for our members. They are responsible for directing phone calls and emails to the appropriate teams/locations, entering new leads, assisting current members with their membership and account questions, processing transactions, and follow-up on outbound calls.

At Brunswick & Freedom Boat Club, we have passion for our work and a distinct ability to deliver.

Essential Functions:

• Embrace change and growth as the Member Experience Center continues to expand rapidly.
• Demonstrate strong customer service skills with a focus on creating positive member interactions.
• Respond to phone calls and emails promptly and professionally.
• Utilize multiple computer applications, including Salesforce, Sales Optima, Microsoft Office Suite, Microsoft Teams, and Fleetio.
• Exhibit excellent verbal and written communication skills.
• Manage multiple tasks effectively while maintaining a high level of organization and attention to detail.
• Work independently as well as collaboratively within a team environment.
• Adapt to a fast-paced setting with evolving processes and procedures.
• Protect and maintain the confidentiality of members' personal information.
• Handle high-volume inbound and outbound communications, including phone calls and emails.
• Assist members with reservations, billing inquiries, payment updates, membership holds, transfers, contract changes, and cancellations.
• Manage Fleetio tasks such as vessel transfers, sea trial inspections, and out-of-service requests.

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Required Qualifications:

• Proven customer service experience, including the ability to de-escalate challenging situations.
• Comfortable working in a fast-paced environment with evolving processes and priorities.
• Strong commitment to safeguarding and protecting customer personal information.
• Proficiency with computers and experience using Microsoft Office Suite.
• High school diploma or equivalent required.
• 23 years of relevant work experience.
• Ability to successfully pass a drug screening and background check.

Preferred Qualifications:

• Boating experience preferred
• Knowledge of local waterways
• Ability to maintain a positive attitude during times of high volume
• Positive, cooperative attitude with the capability of working unsupervised

Working Conditions:

• This is a fully remote position that requires using a computer, RingCentral phone system and multiple monitors.
• Member Experience Center Hours: 8AM - 5PM, 40 hours per week, Monday through Friday
• Some holiday availability required.

The hiring range for this position is $37,440 to $48,100 annually. The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. Compensation decisions are dependent upon the specifics of the candidate's qualifications and the business context.

In addition to base pay, this position is eligible for an annual discretionary bonus. This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact ...@brunswick.com for support.