The Customer Service Representative provides support, service and guidance to those contacting the company on a wide variety of matters, including membership, educational requirements, program registrations, order processing, and more. The ability to multi-task, as well as an excellent phone manner and writing skills are essential to success in this position. The best candidates will be organized problem-solvers who are computer literate and have previous experience with database management, queries and data entry. Customer Service Representatives also assist with administrative work as needed.
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Register customers/members for seminars/on-demands/book orders/cd packages/meetings and events over phone, email, mail and fax;
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Process scholarship and comp registration requests;
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Handle On-Demand backorders from a spreadsheet log;
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Process payments;
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Take ownership of customers issues and follow problems through to resolution, including but not limited to troubleshooting login and registration issues, updating contact information;
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Merge duplicate account and keeping clean data;
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Keep accurate records and document customer service actions and discussions within association management software;
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Run reports from association management software to identifying those who are signed up for seminars and update them on any changes/cancellations;
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Refund and transfer registrants between seminars;
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Support special projects as needed, including database cleanup;
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Support organization’s outbound calling membership recruitment and retention campaigns;
Associates degree or higher (a plus or preferred) or equivalent customer service experience
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Non-profit experience a plus
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Proficient in Microsoft Office and Google Suite
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Experience with association management software platforms (preferred)
