AMPP

Customer Care Representative

Category
Customer Service/Support
Job Locations
US-Houston
Type
Regular Full-Time

Overview

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.

Responsibilities

  • Review, analyze and resolve customer complaints related to products and services received via telephone, email, online support, and other channels that may be implemented. Take appropriate corrective action to prevent escalation while ensuring all ISO process requirements are followed and the expected level of quality is maintained.
  • Navigate resources and computer applications with accuracy, utilizing any programs that may be necessary while interacting with a customer on the phone.
  • Process payments for membership renewals, course registration and conference/event registrations received through incoming calls, emails, and internal/external customers and
  • Process close out of education courses, including making necessary corrections to invoices and creating memberships through AMS automation
  • Process refunds for programs and services based on product area authorizations.
  • Accountable for daily database maintenance in association management system, including but not limited to entering new records, processing requested changes to existing records, and merging duplicate records as
  • Process a high volume of inbound/outbound calls and providing detailed information on products and services in a timely manner.
  • Responsible for flagging/marking deceased and/or retired customer and member records in AMS to ensure they are excluded from all company outgoing communication.
  • Visit AMPP training centers when courses are being held to meet and greet AMPP students and instructors to answer questions or concerns on AMPP products and services to build customer rapport.
  • Handle virtual support for training students seeking assistance in both the Houston and Pittsburgh locations.
  • Partner with product owners to provide customer feedback for improvement opportunities and actionable resolution to customer
  • Contribute to proposed company efforts through employee engagement in meetings and project team activities to accomplish related results as
  • Maintain broad knowledge of all company departments, products, programs, services, and promotions and supporting various member outreach

 

Qualifications

QUALIFICATION REQUIREMENTS

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.

 

TRAVEL REQUIREMENTS

Some travel is expected for this role and passport is required.

 

EDUCATION and/or EXPERIENCE

High school diploma or equivalent, and two years of customer service experience.

 

LANGUAGE SKILLS

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.

 

MATHEMATICAL SKILLS

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.

 

REASONING ABILITY

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.

 

OTHER SKILLS and ABILITIES

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.

 

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