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Member Services Representative Onboarding

Provide an overview of company values and culture

Explain role and responsibilities of a Member Services Representative

Introduce to the Member Services team

Attend training on company products and services

Learn about the company's customer service policy and procedure

Go through the member database management system training

Approval: Manager on system training

Familiarize with member service programs and campaigns

Review the company's privacy policy and confidentiality agreement

Attend customer service scenario training

Go through role-play exercises for handling member inquiries

Approval: Team Leader on role-play exercises

Learn about the dispute and complaint handling process

Understand escalation process and levels of authority

Learn to use communication tools and software

Job-shadowing with an experienced Member Services Representative

Approval: HR on job-shadowing experience

Complete first assessment of knowledge and skills

Obtain feedback from trainers

Approval: Manager on first assessment

Provide an overview of company values and culture

This task is to introduce the new Member Services Representative to the company's values and culture. It will help them understand the company's mission, vision, and core values, as well as the culture and working environment. By understanding and embracing the company's values and culture, the representative will be able to align their work with the company's goals and deliver exemplary member service. Additionally, it will create a sense of belonging and help them integrate into the team effectively. What are the company's core values? What is the company's mission and vision? How would you describe the company's culture? What resources are available to learn more about the company's values and culture? How can the representative actively contribute to promoting the company's values and culture?

Company's core values

Company's mission and vision

Company's culture description

Resources to learn more about company values and culture