Customer Service Support Representative

1 month ago

Fredericksburg, United States American Traffic Safety Services Association Full time
Job DescriptionJob DescriptionSalary:

ROLE AND RESPONSIBILITIES

 

Under the supervision of the Associate Director of Training Operations, the CSC Support Representative plays a vital role in delivering exceptional service to both external and internal stakeholders through administrative duties and customer service tasks that ensure efficient operations and client satisfaction.

 

ADMINISTRATIVE TASK (50%):

  • Process registration applications, certifications, recertifications, and other training-related tasks.
  • Process Flagger Database Forms to confirm, update, and process flagger data accurately.
  • Respond to customer service inbox or emailed questions.
  • Process request forms for make-up exam proctors and send out exam pins.
  • Complete assigned projects, research and administrative tasks to support ATSSA staff and ensure operational efficiency.
  • Provide information and reports on company certifications and training programs as needed. Provides back-up support for internal functions as requested.
  • Other duties as assigned.   

 

CUSTOMER SERVICE (50%):

  • Provide excellent customer service via incoming calls, addressing inquiries about ATSSA information.
  • Maintain industry-standard answer/drop rates and minimize transfer rates.
  • Update and verify database information for callers.
  • Handle training course inquiries, LMS navigation, explaining processes, eligibility, pricing, and course locations. Handle product orders related to training and The Foundation, incorporating cross-selling opportunities when appropriate.
  • Respond to certification/recertification inquiries, providing detailed information and updates on pending applications.
  • Assist prospective and existing members with eligibility, dues, benefits, and application processes. Provides information to prospective and existing members regarding eligibility, dues, the application process, benefits and chapter events; directs prospective members to application materials.
  • Provide information on ATSSA events (Annual Convention, Mid-Year Meeting, etc.), including logistics, registration, and attendee queries.
  • Educate stakeholders on The Foundation’s initiatives, including event logistics, scholarship opportunities, Work Zone Memorial and donations as appropriate.
  • Other duties as assigned.

  

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

 

Education and Experience- Minimum requirement of a high school diploma or GED and at least three years of customer service experience in a call center environment and experience using a database, however, additional combinations of education and experience will be considered; experience in a call center environment, experience in a member-based organization; multi-lingual (Spanish) preferred.    Skills and Knowledge– Commitment to excellence in customer service; organized; knowledge of database systems and ability to work in database while maintaining data integrity, including MS Office, VOIP phone systems and database applications; detail-oriented; ability to work independently and in a team; ability to adapt to changing priorities; strong oral, written, and interpersonal skills; ability to adjust communication based on the needs of the customer; minimum adjusted alphanumeric typing requirement of 50 words per minute. 

Travel – Very limited, if any.


ORGANIZATIONAL RELATIONSHIPS:   Reports to the Associate Director of Training Operations

 

  • Provides excellent customer service to incoming calls by answering questions regarding relevant ATSSA information.
  • Ensures answer/drop rate is in line with industry standards; ensures minimal individual transfer rates. Updates and verifies database information for each caller.
  • Processes registration applications, certifications, recertifications and other training tasks as assigned; uses database to confirm and update data and process actions as assigned.
  • Completes projects and administrative tasks as assigned, provides support to ATSSA staff to ensure smooth operations.
  • Handles training course inquiries by answering questions and providing information regarding process, eligibility, pricing, course location.
  • Handles certification/recertification inquiries by answering questions and providing information regarding process, eligibility, pricing and emails applications.
  • Provides status updates to customers on pending applications.
  • Provides information to prospective and existing members regarding eligibility, dues, the application process, benefits and chapter events; directs prospective members to application materials.
  • Provides information on the Annual Convention and Expo, Mid-Year Meeting, chapter events, Fly-In, and other ATSSA events including logistical information, registration process and other attendee questions; directs expo sales calls as appropriate.
  • Provides information on The Foundation regarding event logistics and directs calls regarding scholarships, Work Zone Memorial and donations as appropriate.
  • Provides information on and processes product orders for training and The Foundation and cross-sells when possible.
  • Provides information and reports on company certification and training to customers as needed; responds to inquiries.
  •  Staffs' reception desk as requested, responds to customer service inbox or emailed questions, responds to and routes general voicemail messages.
  • Provides back-up support for internal functions as requested.
  • Routes public relations/media calls as appropriate.
  • Other duties as assigned.

 

 

The American Traffic Safety Services Association is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.


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