Customer Service Navigator

is in search of a Customer Service Representative is a member of the Office of Client Services and reports to the Customer Service Manager. The Customer Service Representative will assist in the Association's headquarters operations and be the primary contact for customer services. They are responsible for interacting with the customer through phone and email to answer inquiries, offer reminders, solicit orders or information and/or conduct follow-up regarding various elements of client business. The Customer Service. Representative will provide administrative support to the Customer Service Manager and other team members. The Customer Service Representative will be an advocate to Association members and prospects and help in the navigation of programs available.

POSITION DUTIES AND RESPONSIBILITIES

Provide high touch customer service.

Respond promptly to all inquiries received via email, phone and fax from customers and prospects.

Follow up on initial contacts.

Maintain records of telephonic interactions, orders and accounts.

Meet pre-determined metrics/goals.

Share customer feedback with appropriate members of senior staff.

Reporting on a weekly/monthly basis, in collaboration with other customer service representatives.

Deliver prepared sales scripts based on scheduled campaign calendar. Assist in CCMC operations and be the primary contact for customer service.

Process applications and supporting documents.

Responsible for interacting with the customer through phone and mail to offer reminders, solicit orders of information and/or conduct follow-up regarding various elements of client business.

Assist customers with purchase and usage of all CCM products.

MEASUREMENT OF SUCCESS

Successfully meets deadlines

Proactively alerts Supervisors to challenges or concerns related to the delivery of client service.

Proactively suggests solutions to challenges encountered

Pays attention to detail

QUALIFICATIONS

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.

Able to multi-task and meet deadlines

Good written and verbal communication skills

Attention to detail

Able to travel a few times per year

Maintain a professional manner and attitude

Strong skills in organization, prioritization, and time management

Good knowledge of office practices, administration, and customer service skills and techniques

Strong Microsoft Office software skills, particularly Word, Excel, and PowerPoint

EDUCATION/ EXPERIENCE/REQUIRED PROFICIENCIES

Bachelor's degree preferred, high school diploma required.

VACCINATION STATEMENT:

In accordance with Association Headquarters' commitment to provide and maintain a workplace that is free of known and preventable hazards to safeguard the health of employees and their families, clients, and affiliates, all employees are required to receive the COVID-19 vaccination unless a reasonable accommodation is approved (i.e., serious health risks or sincere religious beliefs). Such accommodations will be granted where they do not cause AH undue hardship or pose a direct threat to the health and safety of others.

APPLICATION INSTRUCTIONS

To be considered for this position, an online application must be submitted, along with an updated resume. All applicable fields on the application are required.

AH is a professional services firm that specializes in helping non-profit organizations achieve their mission, create value, and advance their causes, industries, and professions. We have four main divisions within AH - a full-service Association Management Company; a Marketing and Communications Agency (MarCom); a Meetings & Events Management Team; and a division that focuses on other custom solutions such as strategic planning, website builds, database integrations, accounting services, staff recruitment, credentialing management, public affairs and lobbying, and growing non-dues revenue.

For more information, visit, connect with AH on on and follow on .

Association Headquarters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, nationality, ethnicity, ancestry, age, sex (including pregnancy), family status, marital/civil union status, religion, domestic partnership status, affectional or sexual orientation, gender identity and expression, atypical hereditary cellular or blood trait, genetic information, liability for military service, and mental or physical disability (including perceived disability, and AIDS and HIV status), language, national origin, political affiliation, socio-economic status, and other characteristics that make our employees unique.

Benefits

Benefits include, but are not limited to:

Medical, Dental, and Vision

Voluntary Life Insurance - Employee Paid

AFLAC available

Paid holidays and Paid Time Off (PTO) accrual

401k

Basic life insurance, short-term and long-term disability

Other Benefits of Working at AH:

Named Best Place to Work by Philadelphia Business Journal 9 Times - based on a survey conducted of our employees

Industry Leader - Most credentialed AMC and the first AMC to be Customer Service Certified by the Customer Service Institute of America

Flex Schedules

On-site fitness center, open 24/7

Gym reimbursement program

Tuition reimbursement program

Training and Development opportunities

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