Position Title: Customer Service Representative

Department: Customer Service

Reports to: Customer Service Manager

Position Summary

Provide service to our Students, Members and Staff by efficiently and effectively processing transactions and follow–up activities. Maintain address and contact information for members. Respond to member telephone and email inquiries efficiently and thoroughly providing exceptional customer service at all times.

Core Accountabilities:

The core responsibilities for this position are listed below. Responsibilities associated with this job may change from time to time in accordance with the SOA's business needs. Therefore, the incumbent may be required to perform additional responsibilities from those set below.

1. The department is the first line of contact into the SOA via phone and email. Answer routine to complex questions from members, non–members and students effectively via web or phone. Maintain group email boxes and phone voice mail boxes, as well as, personal boxes. Provide member service with one phone call or email. Able to interpret financial information on our database in order to respond appropriately. Evaluate and escalate as needed to appropriate areas within the SOA if necessary for resolution. Determine the appropriate reply and communicate with the Customer Service team to eliminate the need for duplicate requests for a routine question.
2. Responsible for the accurate and timely data verification and entry of all transactions. Create financial batches, enter orders and apply payments. Handle requests for refunds, determine appropriate action, initiate and enter refund transactions. These include, but are not limited to; membership dues, exam registrations, meeting and event registration, book and publication orders, distance learning, APC and FAC registration processing. Transactions primarily will be received via bank lockbox, but may also be received by fax, email, US mail or through our on–line store.
3. Ability to work in the TIMSS database updating member records, maintaining orders and payments. Requires an advanced understanding of the various processes of the database.
4. Collaborate with members of the Customer Service team to ensure that the support provided is consistent and accurate. This requires the willingness to be cross–trained as well as train other staff members in the various functions within the department.
5. Assume the Project Lead on a major function of the department, such as exam registration processing, issuing continuing education certificates, distance learning sales, lock box receipt and distribution, label sales, publication sales, APC and FAC registration processing. Requires a full understanding of the process. Ability to evaluate the project, determine what materials and staff, if necessary, will be available for assignment to this project. Willingness to guide and train staff members in the skills needed. Can work independently or with team assistance to complete the project or meet deadlines associated.
6. Support various team projects, i.e. mailings, data entry, reception coverage, special projects as requested.

Core Competencies/Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma required. College degree preferred.
• Minimum of three (3) years experience as a customer service representative, preferably in a member–centered organization or association.
• Excellent communication skills, including verbal, listening and written.
• Requires knowledge of Microsoft Office software, including Word, Excel and Outlook.
• Detail oriented. Strong project management skills. Ability to work in a fast paced environment.
• Aptitude to work on multiple projects and meet deadlines
• Ability to learn quickly and think critically about choices and make situation–appropriate decisions
• Advanced skill set in the TIMSS database environment
• Willingness to work in a team environment
• Ability to successfully collaborate with various functional departments to ensure that the support that the customer service center provides is consistent with their business objectives.

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