Member Services Supervisor

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 vary 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.

Requirements:
• Education: High School graduation required / College degree preferred.

• Experience: 2-4 years of experience in customer service, preferably in an e-commerce setting.

• 1-year experience as a shift leader, team leader or like experience.

• Skills: Strong ability to intake information at high volume to prioritize actions and next steps.

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Attributes:

• High level of quality and accuracy demonstrated in prior roles
• A history of reliable shift coverage and adherence to work schedules in prior roles.
• Ability to perform well in a highly dynamic, diverse, and rapidly changing environment.
• Candidates with prior GOVX experience must have proven performance in these areas.

Supervisory Responsibilities

This position will supervise a team of up to 20.

Work Environment

This job operates in a professional office environment and adjacent warehouse facility. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, and packing equipment. This is an office work position at the GOVX Fulfillment Center in LaVergne, TN.

Physical/Mental Demands

• Physical – This role will require some lifting to 25 lbs.

• Mental – Problem-solving, making decisions, interpreting data, organizing, reading/writing.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel

No regular travel is expected for this position. Travel to company headquarters in San Diego, CA a few times per year.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Benefits:
• Paid Time Off, Paid Sick Leave, Paid Holidays
• 401(k) plan with discretionary match available
• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
• Employee Referral Program
• Collaborative work environment in a modern office, stocked with drinks and snacks.
• Discounts on the GOVX website

Pay Range
$55,000 - $65,000 DOE

AAP/EEO Statement
EOE. Veterans/Disabled. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Position will require successful completion of a background check and drug testing prior to starting employment.

About GOVX
Savings for Those Who Serve

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the United States military, law enforcement, firefighting, medical services, and government personnel. GOVX is dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.