Customer Service Specialist - Bachelor Degree Mandatory
Customer Service Associate - Bachelor Degree Mandatory
Location: Chicago, IL
Our client is a large national non-profit association seeking a professional that can provide phone service to all constituents (member, potential member and customer) while striving to deliver the highest quality service to members. Demonstrates an in-depth knowledge of all constituents and their needs. Follows through on all service inquiries to ensure a satisfactory resolution.
Consistently demonstrates high levels of professionalism in all interactions with internal and external constituents, colleagues, and management. Serves as a role model for service culture.
Membership: Responsible for handling phone inquiries of all types regarding membership benefits, membership pricing, and processing in an efficient and professional manner. Service interactions may require verbal responses, distribution of standard information, development of specific written responses (eg, invoices, letter of good standing, receipt, policy information, and conference registration). Respond to non-phone service inquiries as needed. All inquiries are to be handled as outlined in Service Functions. Responds to questions regarding policy or any other issues in a professional, informative, and efficient manner. Accurately forwards inquiries to subject matter experts when inquiries are beyond the scope of the Service Center (eg, legal or political matters, high level policy questions, media inquiries).
Press: Responds to service inquiries regarding Press products promoted in the online and print catalogs. Provides information on products, pricing, order status, and billing. Supports the online catalog by assisting with registration, passwords, and navigation. Enters Press book and subscription orders and research and resolve fulfillment problems. Issues call tags and processes pricing adjustments, refunds, and re-shipments.
Journals: Responds to inquiries regarding print and online journal subscriptions, including product information, pricing, order status, and billing. Assists constituents with access to Archives, Journals Online by providing product and registration information and by assisting with passwords and navigation. Enters journal orders and researches and resolves service interruptions. Sends back issues or makes other subscription adjustments as appropriate.
Profiles/Credentialing Products, Constituent Data Changes: Responds to inquiries regarding credentialing products. Provide information on products, pricing, order status, and billing. Supports eProfiles by assisting with registration, passwords, and navigation.
1. Implements service functions associated with making changes to corporate databases,. Ensures data accuracy (impacting delivery of membership benefits, journals, books, credentialing products) by validating and processing biographic and contact information for all constituents in all corporate databases and other data capture tools.
2. Sales and Up-service Programs: Takes all steps necessary to exceed service expectations by actively participating in Membership, Press, and Journal and other sales and up-service programs that achieve specific unit and service representative goals
3. Actively participates in Service Center activities (training, performance management, work-groups, and service center improvement projects.)