NATURE OF WORK:

Provides customer service for VFW Store and VFW fraternal/business operations. Redirects or responds to member/non-member inquiries via phone, fax, mail, email and web chat utilizing an omnichannel contact center solution. Responsible for documenting key information with every point of contact. Exemplify VFW and Member Service Center Values in coordination with the What Great Looks Like (WGLL) standards. This position is critical for representing the VFW Member Service Center as a point of contact to provide solutions for all customers/members.

TYPICAL DUTIES AND RESPONSIBILITIES:

Servicing Tasks

1. Provide outstanding telephone service that meets the member needs while striving to correct mistakes, if any, and work through emotional situations within the standard of the WGLL and Standard Operating Procedures (SOP).


2. Process Mail Orders and Payments, Answer Mail/Email Questions, Process Fax Orders, Process Email Orders, Manage Quote Orders and Process Product Returns in accordance with MSA Standards and SOP. Perform research as needed. For example, locate customer and order(s) in Aptify to understand the situation. For email questions, reply using appropriate templates and follow email standards. For physical mail, look up contact information and attempt to provide appropriate information by phone before sending a physical mail response.


3. Process new membership and member transfer applications. This includes annual, life, legacy, installment, and convention registration. Enter member information timely, accurately, and completely from the application or other document provided. Process transfers for annual and life members.


4. Prepare checks for bank deposit. Process large sums of money by credit card authorizations.


5. Utilizing the VFW customer database (Aptify) to maintain membership records to include updating addresses, emails and phone numbers. Mark record accordingly when notification is received that member is deceased.


6. Communicates with Post Quartermasters, Department Quartermasters, and VFW and Auxiliary members, both verbally and in writing, to clarify or resolve issues pertaining to monetary discrepancies and processing of payments.


7. Coordinates journal transfers to ensure that monies are split to appropriate departments.


8. Assists customers/members with the navigation of VFW/VFW Store websites.