17 Member Services Representative Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from a member services representative, what questions you can expect, and how you should go about answering them.

A member services representative (MSR) is the first point of contact between an organization and its members or customers. MSRs are responsible for providing information about the organization’s products and services, as well as resolving any issues or concerns members or customers may have.

In order to be successful in this role, MSRs need to have excellent customer service skills, as well as the ability to think on their feet and problem-solve. If you’re applying for an MSR position, you can expect to be asked several customer service interview questions, as well as questions about your ability to handle difficult situations.

To help you prepare for your interview, we’ve compiled a list of sample customer service interview questions and answers.

Common Member Services Representative Interview Questions

Are you comfortable talking with people on the phone and in person?

Member services representatives often interact with customers on the phone and in person. Employers ask this question to make sure you are comfortable doing both of these things. In your answer, let the employer know that you enjoy interacting with people. Explain that you have excellent customer service skills.

Example: “I love talking with people. I find it very rewarding when I can help someone solve a problem or answer their questions. As a member services representative, I would be happy to talk with members over the phone or in person. I am confident in my communication skills, so I feel prepared to do either one. I also think I have great interpersonal skills, which makes me an ideal candidate for this role.”

What are some of the most important skills for a member services representative to have?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. When answering, it can be helpful to mention a few of your strongest skills that relate to this position.

Example: “The most important skill for me is my ability to communicate clearly with customers. I am always polite and respectful when speaking on the phone or in person with members. Another skill I rely on is my problem-solving ability. Sometimes, members call with questions about their accounts or other issues they are having. It’s my job to solve these problems as quickly as possible so the member can get back to enjoying their gym experience.”

How would you handle a situation where a customer is angry and upset about a problem they are having with your company?

This question can help interviewers assess your customer service skills and how you react to challenging situations. In your answer, try to show that you are empathetic and willing to do whatever it takes to resolve the situation for the customer.

Example: “I would first ask them what they needed from me so I could understand their problem better. Then, I would apologize for any inconvenience caused by our company and offer a solution or alternative. If there was nothing I could do about the situation, I would find someone who could help the customer.”

What is your experience in customer service?

This question can help the interviewer understand your experience with customer service and how you interact with customers. You can answer this question by describing a situation where you helped a customer or client solve a problem, assisted them in finding information or provided excellent customer service.

Example: “I have three years of experience as a member services representative for my current employer. In that role, I’ve answered questions from members about their accounts, explained our billing process and helped resolve issues they had with their membership. I also regularly speak to new members who are joining our gym and provide them with information about our facilities, pricing options and other details.”

Provide an example of a time when you went above and beyond to help a customer.

This question can help the interviewer determine how you approach your work and what motivates you. Use examples from previous jobs to highlight your dedication, problem-solving skills and ability to exceed customer expectations.

Example: “At my last job, I had a member who was having trouble logging into their account. They were trying to access their account on their phone but couldn’t remember their password. After several failed attempts at resetting their password, they called me for assistance. I asked them if they could answer any security questions about their account. They told me that they didn’t know the answers to those questions either.

I then suggested that we try to reset their password by using their email address. We tried this method twice with no success. At this point, I knew that there was only one other option left. I offered to call them back after researching further options. I spent the next hour searching online for solutions to this issue. Eventually, I found an article that explained how to reset the password through the app. I called the member back and provided instructions on how to complete the task.”

If a customer has a question about a product or service that you don’t know the answer to, how would you go about finding the information they need?

This question can help the interviewer determine how you would use your problem-solving skills to find answers for customers. Use examples from previous experiences where you had to research information and solve problems on your own.

Example: “If I don’t know the answer to a customer’s question, I will do my best to find out as much information about it as possible. For example, if a customer asked me what their return policy was, but I didn’t have that information readily available, I would look up the company’s website or call my manager to get the information. If I still couldn’t find the information after looking through our resources, I would ask another member of my team who may be able to provide the information.”

What would you do if you were helping a customer and another member of your team interrupted you with a question?

This question can help interviewers understand how you handle interruptions and multitasking. In your answer, try to show that you value the customer’s time and attention and would prioritize their needs over those of other team members.

Example: “If I was helping a customer with an important issue, I would politely ask my coworker to wait until I was finished. If it was something urgent, I might offer to help them as quickly as possible so they could get back to work. However, if it wasn’t urgent, I would let them know I’d be with them in a few minutes.”

How well do you pay attention to details?

Member services representatives must pay close attention to details when helping customers. Employers ask this question to make sure you have the ability to do so. In your answer, explain that you are a detail-oriented person who can keep track of important information. Explain how this skill has helped you in previous roles.

Example: “I am very good at paying attention to details. I find it easy to remember important facts and numbers. This is because I take notes while talking with customers. It helps me stay organized and ensures I don’t forget anything. At my last job, I noticed an issue with one of our billing systems. I was able to use my note-taking skills to figure out what went wrong. My attention to detail helped us fix the problem before we lost any customers.”

Do you enjoy working with people?

This question can help the interviewer determine if you are a good fit for this role. Member services representatives interact with many different types of people, so it’s important that you enjoy working with others. Your answer should show that you have strong interpersonal skills and enjoy helping others.

Example: “I love interacting with people because I find it to be an enjoyable experience. When I’m speaking with someone, I try to make them feel comfortable and welcome. I also like being able to solve their problems or questions as quickly as possible. In my previous position, I was often the first person customers spoke with when they called in. This helped me develop my customer service skills even more.”

When a customer is considering making a purchase, what would you do to convince them to do so?

This question can help the interviewer understand how you approach sales and customer service. Your answer should show that you are confident in your ability to persuade customers to make a purchase, but also that you respect their decision if they decide not to do so.

Example: “I would first ask them what it is about our products or services that interests them. Then I would explain why we offer the best solutions for their needs. If they still aren’t convinced, I would try to find out more about what concerns them and see if there’s anything I could do to change their mind.”

We want to make sure our customers have a positive experience when contacting our company. How would you define a positive experience for a customer who is contacting you for support?

This question helps the interviewer understand your customer service skills and how you define a positive experience for customers. Use examples from previous experiences to show that you know what it takes to provide excellent support to customers.

Example: “A positive experience is when I can help a customer find an answer to their problem or resolve their issue as quickly as possible. In my last role, I had a customer who was having trouble with their account settings. After asking them several questions about their situation, I realized they were trying to change their password but forgot what it was. I reset their password so they could access their account again.”

Describe your process for handling customer complaints.

Member services representatives often handle customer complaints, so employers ask this question to make sure you have the skills and experience needed for the role. Use your answer to explain how you would approach a member who has a complaint about their account or service. Explain that you would listen carefully to what they’re saying and try to resolve the issue as quickly as possible.

Example: “I always start by listening to what the customer is saying and asking questions if I don’t understand something. This helps me gather all of the relevant information before deciding on a solution. In my last role, I had to help members with billing issues quite frequently, so I developed a process for resolving these types of problems. First, I would check whether there was an error in the system. If not, I would contact the appropriate department to see if we could find a resolution.”

What makes you stand out from other member services representatives?

Employers ask this question to learn more about your unique skills and abilities. They want to know what makes you a valuable employee, so they can decide if you’re the right fit for their company. When answering this question, think of two or three things that make you stand out from other representatives. These could be specific skills or experiences that show how you would benefit the organization.

Example: “I have excellent customer service skills, which I developed through my previous job as a sales associate at a clothing store. This experience taught me how to interact with customers in a friendly way while also encouraging them to buy products. It also helped me develop patience when helping people who are unsure of what they want. In addition, I am highly organized and detail-oriented, which helps me keep track of all the information I need to do my job.”

Which member services representative role do you see yourself in five years?

This question is a great way to see how the candidate plans for their future. It also shows you what they value in their career and what goals they have. When answering this question, it’s important to be honest about your intentions while still showing that you’re willing to grow with the company.

Example: “I would like to stay in my current role as member services representative for at least five years. I enjoy helping customers find solutions to their problems and providing them with excellent service. However, I do hope to one day become an account manager or customer service manager.”

What do you think is the most important aspect of customer service?

This question can help the interviewer determine how you prioritize your work and what skills you use to provide excellent customer service. Your answer should show that you understand the importance of providing quality customer service and highlight a skill or two that you have for doing so.

Example: “I think the most important aspect of customer service is listening to customers and understanding their needs. I always make sure to listen carefully when customers call in, and I ask questions to ensure I fully understand their concerns. This helps me address any issues they may be having and find solutions that meet their needs.”

How often do you think member services representatives should update their knowledge and skills?

This question can help interviewers understand how much you value your own professional development. When answering, it can be helpful to mention a specific skill or knowledge area that you would like to improve and the steps you have taken to do so in the past.

Example: “I think it’s important for member services representatives to stay up-to-date on their skills and knowledge because this helps us provide better service to our members. In my last role, I took advantage of an online training program that helped me learn more about the company’s products and services. This led to me being able to answer questions from customers more confidently.”

There is a member who frequently contacts the member services department with questions. How would you approach this situation?

This question can help the interviewer understand how you would handle a challenging situation at work. Use your answer to highlight your problem-solving skills and ability to remain calm under pressure.

Example: “I once worked with a member who called our department every day for several weeks asking questions about their account. I knew this was an important client, so I made sure to speak with them each time they called and answered all of their questions thoroughly. After a few weeks, the member stopped calling us as often because they were satisfied with my answers. In this situation, I would continue to be patient and helpful.”


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