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Customer Relations Manager
3 months ago
As our customer relations manager you will provide assistance to Speech Language Pathologists, Audiologists, and those they serve. You will provide information, resources, and tools to our membership community so they can focus on supporting their workplaces and patients.
Every day you will:
- Be available for phone calls, emails, and chat from our association of 234,000 members and affiliates.
- Be a part of a dynamic, cohesive, independent team that is often a starting point to move to other teams within ASHA.
- Be informed through staff meetings, one-on-ones, team activities, and through the usage of Microsoft Teams.
To thrive in this role you must have a passion to help and to be an actively engaged member of the team.
Description
The purpose of this position is to serve as a frontline contact center representative, providing courteous, knowledgeable service to ASHA’s customers (members, consumers, and other constituents). The Customer Relations Manager representative operates in a multichannel environment requiring the ability to communicate effectively through written and verbal communication. The incumbent will use good judgment and initiative in marketing ASHA’s programs, products, and services and will provide assistance, which includes disseminating detailed information, answering questions about ASHA membership and certification policies and requirements, processing orders for products and journal subscriptions, updating membership accounts, and processing product orders.
This position requires a broad organizational knowledge; critical thinking skills; the ability to prioritize assignments; proficiency in utilizing organizational databases; and an in-depth knowledge of all programs, products, and services offered by ASHA. The incumbent frequently serves as a liaison between ASHA customers and other National Office staff and is expected to ensure a maximum positive experience from each external and internal interaction. As required, the incumbent will also provide reception services for the National Office.
Responsibilities
- Provide a positive experience and professional service to external and internal ASHA customers.
Qualifications
Knowledge typically acquired through:
Obtaining a bachelor’s degree or equivalent years of work experience, and 2 or more years of customer service experience, 2 or more years data entry/order processing experience, 1 or more years of product sales.Scope and depth of technical skills/knowledge:
Intermediate to advanced level experience with computer functions, including Microsoft Office applications and CRM databases. Skills acquired through experience with email management, website and intranet navigation.Scope and depth of non-technical skills/knowledge:
Communicate clearly and effectively on the telephone, in email, through webchat and on TTY Independently organize and maintain reference information Exercise maturity, judgment, tact, and diplomacy during interaction with customers Have a proven track record of reliability Possess critical thinking skills and ability to prioritize assignments. Bilingual (Spanish/English) required