Member Service Representative

Description

Position Overview

The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry.

The Member Services Representative (MSR) is responsible for providing exceptional customer service and ensuring the accurate and timely processing of all badging, access control, and credentialing operations. This role manages the issuance, activation, and deactivation of badges, vehicle permits, and accountability tags in compliance with client and company procedures. Additionally, the MSR supports training lab operations by proctoring exams, troubleshooting testing issues, and assisting trainees to ensure a professional and efficient testing environment. MSRs rotate between the badging office and training lab as part of their regular work assignment.

Essential Functions

Access & Credential Management

- Issue, activate, and deactivate employee and contractor badges in accordance with established
- procedures.
- Verify all required documents, signatures, and approvals prior to badge issuance.
- Confirm individuals are not listed on Denied Entry or restricted access lists.
- Enter and maintain personnel and badge data accurately within access control systems and SharePoint.
- Assign appropriate access levels based on approved workflows.
- Replace lost, damaged, or defective badges as necessary.

Vehicle & Permit Administration

- Issue employee, staff contractor, and temporary hangtags in accordance with site requirements.
- Verify accuracy and completeness of all hangtags and permit application forms.
- Confirm insurance qualification and appropriate authorization for vehicle permits.
- Enter permit data into SharePoint and maintain required documentation per retention schedules.

Accountability & Reporting

- Create and manage cardholder profiles in the accountability software (Report In).
- Issue accountability QR codes to all approved personnel.
- Maintain accurate and organized records; purge records following established retention policies.

Training Lab Support

- Serve as testing proctor within the training lab as scheduled.
- Ensure trainees follow all testing and safety rules during examinations.
- Provide courteous and professional assistance to trainees and instructors.
- Troubleshoot technical or login issues in collaboration with training staff.
- Maintain a quiet, organized, and integrity-focused testing environment.
- Participate in a rotation schedule between the badging office and training lab to ensure
- consistent operational coverage.

Customer Service & Communication

- Provide prompt, courteous, and professional customer service to all contractor companies,
- employees, and site representatives.
- Monitor shared mailboxes and respond efficiently to incoming documents, badge inquiries, and general correspondence.
- Collaborate with security personnel—including gate officers, control room operators, and supervisors—to resolve badge and access-related issues.
- Maintain an organized, clean, and professional workstation that supports efficient workflow and a positive customer experience.

Qualifications

- High school diploma or equivalent required; associate degree preferred.
- Minimum two years of experience in administrative, customer service, or access control-related work.
- Experience in testing or training center environments preferred.
- Must pass all required background and site security checks.

Knowledge, Skills, Abilities

- Strong customer service and interpersonal communication skills.
- Excellent attention to detail and organizational skills.
- Ability to manage confidential information and follow established procedures.
- Proficiency in Microsoft Office Suite, SharePoint, and access control systems.
- Familiarity with online testing or proctoring systems preferred.
- Ability to adapt in a fast-paced, team-oriented setting.

Physical & Environmental Requirements

While performing the duties of this job, the employee is regularly required to sit, talk, hear, read, use hands and fingers to operate a computer and office equipment, and communicate verbally and in writing. The employee may occasionally stand, walk, bend, reach, and lift or move items up to 25 pounds, such as files, office supplies, or materials. Specific vision abilities required include close vision and the ability to view and read information on a computer screen. This position is primarily performed in an office and training environment located within a secure industrial facility and travel is required when needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Reporting Responsibilities

The Member Services Representative reports directly to the Supervisor of Member Services. This position does not have direct reports.