Job Description

Great American Media is home to the family-friendly and faith driven portfolio of brands Great American Family, Great American Faith & Living, and Great American Pure Flix. We are committed to providing an uncompromised, uplifting environment that celebrates Faith, Family, and Country for the entire family. We are dedicated to our audience, and we believe that strong brands and high-quality programming create an unparalleled fan experience across the Great American Media portfolio.

Great American Pure Flix is the worldwide leader in selecting and streaming faith and family-friendly media that changes lives, inspires hearts, and lifts the spirits of members like you and those you love.

GREAT AMERICAN PURE FLIX MISSION

To select media that strengthens your faith and values, is wholesome, and suitable for the entire family and streamed seamlessly on any device.

Join the team as a Member Services Representative so we can inspire together as a transformational voice in our culture.

MEMBER SERVICES REPRESENTATIVE OVERVIEW

The Member Services Representative responds to customer inquiries by phone, email and chat for the majority of the day. They troubleshoot, communicate solutions, resolve issues, and save accounts from canceling when the opportunity arises. In this role, the representative handles various inquiries as well as escalations. This role also manages disputes and projects as assigned.

Overall, the representative possesses an in-depth understanding of the various devices they encounter and is able to access the billing platform to assist with various member concerns. It is imperative that the Member Services Representative can demonstrate leadership, empathy, and excellent customer service skills.

RESPONSIBILITIES

• Manage large amounts of inbound calls, chats, and emails from Great American Pure Flix members in a timely manner, including highly escalated situations.
• Self-manage and complete duties as assigned; stays informed of the various product offerings and potential device issues.
• Address members’ billing concerns and troubleshoot device issues.
• Follow communication “scripts” when handling various topics.
• Identify members’ needs, clarify information, research every issue and provide accurate, satisfactory answers and solutions to their queries and concerns.
• Build rapport with members quickly, always going the extra mile to ease concerns and meet needs.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Review customer or client accounts, providing updates and information about billing and other account items.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support. When additional assistance is needed, escalate calls to Leads or Supervisors.
• Collaborate with other Member Services professionals to improve customer service.
• Meet personal and team qualitative and quantitative targets.
• Complete quality and audit-oriented projects as needed.
• Other projects and responsibilities as assigned.

RESPONSIBILITIES % TIME SPENT

• Inbound Phone calls: 90%
• Responding to emails: 5-10%
• Once proficient, will learn Chat function and assist in that area as needs arise

QUALIFICATIONS

• High school diploma required.
• Proficient in basic computer skills.
• Experience with Microsoft Office suite.
• Must have Customer Service experience. Call center, face to face or chat preferred.
• In depth knowledge and understanding of various devices utilized by Great American Pure Flix members, or the ability to master each quickly.
• Highly detail oriented.
• Quick learner and one who seeks to grow with the company.
• Customer focus and adaptability to different personality types.
• Must have the ability to sell (save accounts), build rapport.
• Able to multitask under pressure and maintain customer focus.
• Excellent written and verbal communication skills, including active listening.
• Bilingual (English/Spanish) is a plus.

GAC Media, LLC is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, national origin, gender, gender identity or expression, sexual orientation, age, disability, genetic information, pregnancy, religion, or any other protected characteristic as outlined by federal, state, or local laws.

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