Contact Center Associate

The primary role of the position is to service our members, customers and volunteers by providing knowledgeable support in IEEE Products & Services. The incumbent in this role provides prompt and professional high quality service and solutions to clients. They/Them operates within the established metrics and maintains these metrics to provide swift and accurate service at all times. They/Them will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. They/Them recommends process improvements for optimal service and efficiencies; participate on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and will report to a Contact Center Supervisor.

Key Responsibilities

• Provide knowledgeable support to members, customers and volunteers on IEEE Products and Services.
• Respond to member and volunteer inquiries using all channels such as (email, chat, phones, white mail, face to face)
• Follow up on open inquiries in a timely manner and respond back to the member accordingly
• Process payments for Members, customers and volunteers
• Participate in all Contact Center outreach programs, recommend necessary solutions, identify and submit for approval
  process improvements for optimal service, participate on teams in support of the department objectives and escalate issues to the management staff, as required.
• Process transactional requests; Payment research, MOA, Bal. Due, Credit Card Declines, refunds.
• Participate in system and release testing
• Follow Contact Center SOP (Standard Operating Procedures)
• Maintain and exceed department goals and objectives
• Complete 50 hours of training and attend communication meetings monthly through remote access.

Qualifications

Education

Work Experience

Skills and Requirements

• Formal training/education in technical (Help Desk type) support is preferred.
• Excellent oral and written communication skills
• Strong organization skills
• Team oriented; ability to partner and share information, and foster relationships
• Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
• Must have working knowledge of MS Office Applications (Word, Excel, Power Point, Access)