Careers

Manager, Member Services

 

Manager, Member Services

Clear has an ambitious mission to exceed our clients’ and customers’ expectations. We want every experience to be one in a series of great experiences that enhance the Clear brand, invoke loyalty and increase the likelihood of customer satisfaction.  To support this mission we are seeking an additional Member Services Manager.

 

The ideal candidate has excellent written and oral communication skills, is detail oriented, able to manage multiple priorities simultaneously, and takes pleasure in working with people. This person will share our passion for delivering outstanding customer service with the ability to walk in our customers’ shoes.

As a customer-focused individual you will be expected to seek opportunities to enhance the Clear image to both existing and new customers, with the goal of increasing member loyalty and retention. This candidate will be someone with a high level of professionalism and ability to interact with our happiest customers, our corporate clients, and our customers with complaints.

 

Responsibilities:

1. Promptly handle standard customer correspondence and escalated customer issues
2. Hands-on management of telephone Customer Service Representatives
3. Problem resolution involving heavy communication between various parties within company and (subcontractor) partners
4. Tracking and documentation of problem resolution, for summary reports, resulting in continued improvement in service
5. Compile findings from customers to create feedback loops supporting Marketing, Sales and all other Departments
6. Multitask without loss of efficiency
7. Collect recommendations from customers, airport attendants and employees to make recommendations for new service policies, programs and offerings
1. Implement these new ideas across the company
8. Draft email-and letter-based segmented marketing campaigns to potential and existing customers
1. Execute-upon and measure the effectiveness of those campaigns
9. Manage outbound marketing communications process, responses and response rates

 

Qualifications:

1. Bachelors Degree
2. 1-3 years of client/customer-facing work experience
3. Knowledge of customer service and call center standard practices, principles, techniques and systems
4. Knowledge and proficiency in computer operations utilizing Microsoft products
5. Excellent written and oral communication and interpersonal skills
6. Ability to work independently and within a team striving towards a common goal
7. Analytical, problem solving and trouble shooting skills – ability to properly define problems, collect data, establish facts and draw conclusions
8. Highly methodical and organized
9. Customer focus and proactive “can-do” attitude

Successful candidates will possess excellent oral and written communication skills, have effective analytical and problem solving capabilities, be an innovative thinker and comfortable in a fast-paced dynamic environment.

 

To apply, please send a cover letter with salary requirements and resume to careers@verifiedidpass.com as an attachment with “Manager, Member Services” in the subject line.

 

We regret that we can only respond to qualified candidates.