Member Services Representative

**POSITION: BDAR MEMBER SERVICES REPRESENTATIVE**

**REPORTS TO: BDAR CEO**

**SUPERVISES: N/A**

**PRIMARY RESPONSIBILITIES**

The Member Services Representative is the first point of contact for members and is responsible for providing assistance for all membership-related requests and inquiries. This position plays a pivotal role in ensuring the smooth operations of membership processes and fostering a positive experience for Members.

This multifaceted position involves various clerical support functions, including telephone and in-person front-line customer service, data entry, and the processing of membership documents and Member payments.

This role requires a detail-oriented individual with excellent organizational skills, a service-centric mindset and strong understanding of the real estate industry.

**PRINCIPAL DUTIES**
- Greet and welcome Members entering the premises and receive and direct calls with courtesy and professionalism, ensuring service excellence.
- Investigate and respond to Member and prospective Member inquiries related to membership promptly and professionally, including providing technical support and assistance on how to access systems and other resources.
- Ensure documentation received is complete and contains appropriate authorized signatures, including follow up to obtain all necessary documentation as required.
- Store membership documents in proper format, following appropriate data storage and safety protocols, and keep record of Member interactions as required.
- Handle the end-to-end membership billing process, ensuring accuracy and timely invoicing.
- Process Member payments ensuring the utmost care in the handling of debit/credit card information and follow-up on any unpaid Member accounts.
- Responsible for membership outreach to assist with membership development and retention efforts.
- Provide information about Member fees, benefits, policies, and procedures, including calculating fees for those inquiring about joining or reinstating with BDAR.
- Assist with Member Life Insurance and Benefits claims.
- Process Members access to the Realtor.ca website.
- Prepare and maintain membership and statistical reports as required.
- Prepare written correspondence to Members and provide other clerical support as needed.
- Greet Members entering the REALTOR® Store and handle store enquiries, providing guidance on products, including cross-selling and how to use products, to ensure optimal product satisfaction. This will also involve resolving order, product and delivery issues.
- Prepare merchandise for sale, including setting up and stocking merchandise displays, ensuring store is well stocked, clean and products are securely stored.
- Maintain sufficient inventory levels and advise appropriate staff on a timely basis when additional stock is needed to avoid product shortages. This also involves performing physical inventory counts as required.
- Inform Members of sales promotions and the on-line store platform for their future purchasing needs.
- Maintain accurate sales and delivery records, including packaging and preparing orders for shipment or pickup and balancing payments as required.
- Serve as backup and provide cross functional support to other team members, performing their duties as required in their absence, namely interboard processing, lockbox inventory and administration and special events and facilities duties.
- Maintain a thorough knowledge of BDAR, TRREB, OREA and CREA By-laws and Policies.
- Develop and maintain an up-to-date processes and procedures manual for the position, for training purposes.
- Assist with special events and facilities, including on-site set-up and event assistance as required.
- Perform other duties as assigned from time to time.

**HEALTH AND SAFETY RESPONSIBILITIES**

The incumbent will follow safe work procedures, knowing and complying with all health and safety regulations. Personal protection and safety equipment will be used as required. Any injury or illness, unsafe acts or unsafe conditions must be reported immediately to their Supervisor.

**REQUIREMENTS**

Education: Post-secondary education in business or other discipline.

Experience: 2 - 3 years of experience in a customer service environment, preferably in a member-based or real estate association setting.

Strong written, communication and interpersonal skills.

Excellent organizational skills to organize and prioritize workloads in a fast-paced work environment.

Ability to think critically, solve problems and adapt to changing circumstances.

Must be a team player, able to work collaboratively and comfortable taking on different roles within the organization as required.

Demonstrates strong initiative and service orientation along with a prompt, friendly and professional manner in dealing with Members and the public.

High degree of proficiency in Microsoft Office software, CRM systems and databases.

**SPECIAL WORKING CONDITIONS**

Occasional overtime may be req