Member Care Temp Job
Location:
Westborough , Massachusetts
Posted:
November 25, 2017
Reference:
19190-en_US

BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we’re a multibillion dollar operation with more than 200 clubs in 16 states from Maine to Florida.

While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members  love us for providing a supportive and engaging workplace that’s committed to developing great talent.

If you’re a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ’s offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you  succeed.

  • Manage executive escalations. Track all member issues that are called/emailed in to BJ’s home office. Speak to members who call home office directly and de-escalate, capture information, and appease the members. Follow up on their issues to ensure the issue is addressed and the loop is closed with the member and all other involved parties. Follow up with call center escalation team to ensure all escalations handled by call center are resolved promptly. Keep home office Member Care team updated on volume and resolution of all escalated issues.
  • Collecting member feedback. Monitor inquiries related to BJ’s website, branded sites, mobile site, mobile app, digital coupons, and other programs. Respond to inquiries to ensure members and team members’ questions are answered and issues are resolved. Ensure that business owners are kept in the loop on all feedback related to their programs.
  • Monitoring online order management issues. Handle issues related to BJs.com cancellations, returns, shipping and delivery, etc. Provide guidance to call center team and personally resolve members’ issues when necessary. Ensure members are kept in the loop and that their issues are resolved promptly.
  • Administrative work. Request systems access setup for call center new hires and access removal for terminated call center agents. Keep username tracking spreadsheet and team lists up-to-date with all new or removed team members. Download, audit, and submit requests for gift cards, checks, and membership extensions. Open letters from members and ensure they are handled appropriately. 

BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.


A little about us:
“For those whose hearts are bigger than their budgets, BJ’s makes it possible to live generously”

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