The Customer Care Representative is responsible for handling inquiries related to products and services from different customer channels and ensuring timely resolution within the established Service Level Agreement policy to meet and/or exceed customer expectations to achieve company goals.
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/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Some travel is expected for this role and passport is required.
High school diploma or equivalent, and two years of customer service experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, employees of the organization, customers, and the public.
Ability to calculate figures and amounts such as discounts, interest, commissions, etc. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to develop and interpret business graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
Must possess a specific level of communication skill both verbal and written. Computer literacy and experience using Microsoft Windows-based applications, fax systems, and Internet browsers.
Ability to participate in continuous improvement/quality initiatives, policies, and processes, and ensures customer needs and requirements are met or exceeded. Ability to resolve customer problems within the established timeframes for membership, subscriptions, education registration, conference registration, and order fulfillment inquiries.
Must be computer literate with knowledge and experience in word processing and spreadsheet software. Ability to learn and use association specific software.