Society for Human Resource Management

  • Customer Service - Inbound

    Job Locations US-VA-Alexandria
    Job ID 2018-1181
    Category
    Customer Care
  • Overview

    Join an expanding team at SHRM that is focused on delivering exceptional service to our growing membership.  Customer Care offers a rewarding environment dedicated to SHRM members, customers and staff. We offer a flexible work environment with a minimum 7.5 hour workday and an array of opportunities for professional development and training. Team members are responsible for ensuring customers’ expectations are met or exceeded through effective communication about SHRM’s array of products, programs and services while providing a prompt resolution of any customer issues. The ability to handle inbound calls in a fast-paced environment where service excellence is top priority is critical. Also, the ability to process information and make judgments while maintaining a positive and professional attitude is a must. High priority placed on quality service and willingness to work in a team environment to accomplish goals.

     

    The Role:

     

    The Customer Service - Inbound position is responsible for ensuring customers’ expectations are met or exceeded through effective communication of information, timely order processing, and prompt resolution of customer issues. Responds to inbound calls and voicemails in a fast-paced environment where service excellence is top priority. Must process information and make judgments while maintaining a positive and professional attitude. High priority placed on quality service and willingness to work in a team environment to accomplish goals.

    Responsibilities

    Your Day:

     

    • Respond to general inquiries regarding membership, products, and services via telephone, fax, or email.
    • Perform data entry for membership, conferences, and special orders efficiently.
    • Provide technical support regarding login access to the website (Certification, Web Cast, etc).
    • Work to resolve member related inquiries as requested.
    • Refer calls for specific information to the appropriate staff members or departments.
    • Authorize and process credit card payments for products and services.
    • Make suggestions and recommendations to Supervisor/Manager in an effort to continually improve member service operations.
    • Support registration process by serving as on-site coordinators for SHRM sponsored seminars and conferences.
    • Ability to work a flexible schedule including evenings and weekends as required.

    Qualifications

    Must Haves:

     

    • High school diploma required. Some college preferred and a minimum of 2 years experience in a call center environment.
    • Possess excellent analytical and organizational skills.
    • Possess excellent verbal and written communication skills.
    • Strong interpersonal skills needed to understand and relate to a wide range of members.
    • Strong customer service orientation
    • Must be proficient in handling numerous inbound calls, offering superb customer service while responding positively, accurately and timely.
    • Must be able to multitask.

     

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.


    WORK ENVIRONMENT

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is regularly performed in a professional office environment and routinely uses standard office equipment. 

    This job requires occasional travel 0-10%.


    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed