Customer Relations Specialist

Job Summary:
The Customer Relations Specialist (CRS) is responsible for ensuring timely and accurate dissemination of information to customers regarding membership, certification, continuing education programs, meetings, subscriptions and press publications via the primary channels of phone, live chats and fax communications.
Essential Functions:

• Provide primary support for all ASCP products including, electronic journals, e-commerce and electronic education.

• Ensure timely and accurate responses are provided to customers via phone calls, online chats/messages and faxes.

• Process orders in Personify database for continuing education programs, membership dues, meetings, subscriptions and press product orders, while adhering to PCI compliance.
• Process product cancellations, discounts, price adjustments and refunds when applicable and in accordance with ASCP policies.
• Expeditiously resolve inquiries pertaining to outstanding customer concerns regarding but not limited to, account balances, education programs, subscriptions, product delivery times and delivery status.
• Be knowledgeable of all society campaigns, products and services including BOC certification eligibility and CMP recertification requirements and procedures.
• Keep Customer Relations Manager apprised of increasing call and chat volumes, customer issues and challenges, workload and recurrent trends.
• Resolve book fulfillment shipping discrepancies, loss and damage claims.
• Participate in in-service and off-site training seminars to enhance knowledge base on standard customer service practices.

Qualifications and Requirements:

• Two years of college
• 1-3 years of experience in customer service/call center environment
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite and Google Docs

Physical Abilities:

• Travel at least once a year for the annual meeting.
• Some occasional light lifting.
• Occasional weekend work required.

* Pay is competitive and commensurate with experience
Equal Opportunity Employer: /Individuals with Disabilities/Protected Veteran