Member Care Advocacy Team is the Cornerstone of the New DirectBuy
June 5, 2014
DirectBuy has stepped up its approach to member services through the implementation of its highly-trained Member Care Advocacy Team. This important team is the cornerstone of the company’s efforts to make DirectBuy easier to do business with and more member-centric. In working with DirectBuy’s Member Care Advocates, members will find that creating their dream home is now easier and more convenient than ever before.
“Our goal is to provide service, selection, and value to all our members,” said Dylan Astle, VP of Member Experience. “We have centralized our support so we can offer effective one-stop customer service to all members as well as provide after-hours coverage.”
Advanced training plays a key role in developing Member Care Advocates. “Our Member Care Advocates undergo two intense weeks of training, visiting each department learning the ins and outs of the company,” said Astle. “We also have sessions each Thursday to refresh and update our training practices to ensure the team is prepared to handle any issue they may encounter.”
Additionally, Member Care Advocates are actual DirectBuy members experienced in how to make the most of membership and many hold decades-long tenure with the company. Typical member resolutions include processing membership renewals, updating contact information, resetting passwords, and resolving members’ questions pertaining to orders or membership.
Member Care Advocate, Phyllis Stemmons, had this to say about her role, “I love to hear the excitement in a member’s voice when I help them. You can hear the pleasure in their voice. We made their day a little easier and most of all provided the service they deserve.”
The Member Care Advocacy Team has already made great strides - the time to resolve issues has dramatically shrunk. The mandate is to resolve any issues on the first call, and 90 percent of the time the member will either reach the Member Care Advocate or be called back within the hour. Members are invited to contact the Member Care Advocacy team with any questions or concerns toll free via 1-855-871-7788, Monday through Friday 7am – 9pm CST and Saturday/Sunday 9am – 5pm.
“We want our members and potential members to have more. We have always provided unbeatable value, but the development of this team was our chance to truly focus on service. We won’t settle for anything less than superior service for our members,” said Astle.