Customer Care Associate

Job Description

This is an exciting opportunity available for a motivated team player to help drive the success of our association management company and its clients. Come join a growing company that has a great team that is passionate about what they do. We operate in a fast-paced environment. No day is ever the same.

Located in Old Town Leander just minutes north of Austin, CMP Management is the leading provider of association management services for chapters of professional societies. We provide services to support the daily operations of multiple professional societies and trade associations. Being a member of the CMP team means having the opportunity to be in a dynamic, changing, and fun environment with other very highly motivated, resourceful individuals. For more information regarding our organization, visit

Position Overview

A Customer Care Associate, or CCA, will act as a liaison, provide event/member information and resolve any emerging problems that our clients' members might face, with accuracy and efficiency.

The best CCAs are genuinely excited to help customers, they're patient, empathetic, and passionately communicative. They are positive and proactive. CCAs can put themselves in their customers' shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care associates. They are confident at troubleshooting and investigating solutions to resolve member concerns.

The goal is to ensure excellent service standards, respond efficiently to member inquiries and maintain high customer satisfaction. This position is ideal for people who can master complex information in a short period of time, are passionate about helping others, and enjoy solving problems.

Role

Handling high volumes of inbound calls and email inquiries

Accurately entering member dues and event registration payments, refunds, and related transactional information

Providing professional and clearly communicated answers to member requests

Creating and maintaining membership accounts in our software database

Assisting customers with basic membership and event related questions

Assisting internal team members with supply orders, fulfillment, shipping, and deliveries

Supporting account, membership and event team operations

Resolving membership inquiries by clarifying the customer's need; selecting and explaining the best solution to address the need; expediting solutions; following up to ensure resolution

Leveraging computer navigation skills to toggle between multiple screens and systems to provide answers and support, including assisting the caller in navigating the systems as well

Performing administrative duties, reports and special projects associated with member and event support

Working with the account, membership and event teams to stay updated on upcoming client events and membership activities and be informed of any changes in current activities to ensure accurate dissemination of information in response to member inquiries

Proactively identifying areas for improvement in procedures/ processes and communicate these with team

Job Requirements

At least 4 years of customer service experience, or a combination of education and experience:

Bachelor's Degree, or

Associate's Degree and 2 years or customer service experience

Proven customer support experience or experience as a client service representative

Excellent verbal and written communication skills

Ability to multi-task, prioritize, and manage time effectively

Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment

Utilize technology to assist with inbound calls and communication requirements

Ability to multi-task using several Windows applications at once while assisting a customer on the phone

Familiarity with CRM/AMS software systems and practices

Ability to adapt/respond to various customer personas

Goal oriented and strives to learn and grown on a daily basis

Ability to receive and immediately apply constructive feedback

Flexibility to work a specified shift and extended hours as necessary

We Offer You

A competitive total rewards package, continuing education & training, and tremendous potential with a growing organization:

Health, Dental, Vision, Life Insurance.

A Simple retirement plan that includes a corporate match.

Paid Time Off

Four weeks (20 days) of paid vacation

Ten paid holidays per calendar year (9 fixed and 1 floating)

Career Development & Growth: We provide ongoing training, coaching and development. We reward continuous improvement and encourage you to own your own development.

Education:

Bachelor's or Associate's degree plus equivalent years of related industry experience

Please note: after submitting your resume you will be asked to complete an assessment that will take approximately 60 minutes. Please ensure that you complete the assessment if you intend to apply for the position. Only those candidates that complete the assessment will be considered for the position.