Customer Relations Manager

4 weeks ago

Rockville, United States American Speech-Language-Hearing Association Full time

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
  1. Provide a positive experience and professional service to external and internal ASHA customers.
  2. Respond promptly to telephone and email contacts and perform timely updates and adjustments to member accounts.
  3. Investigate inquiries thoroughly, apply initiative and creativity in troubleshooting and resolving problems, and report service trends to supervisors and the team.
  4. Maintain up-to-date understanding of policies and procedures and a wide range of organizational knowledge to promote ASHA membership and certification, and to provide information on ASHA programs, products and services.
  5. Employ best practices and efficient use of the telephone system and other contact center technology to meet established service levels.
  6. Process orders and payments for ASHA dues and fees and ASHA products and services, including certification application fees and payments for the CE Registry and Special Interest Groups; initiate refunds, claims, and reimbursement for dues/fees and for products and journal orders as required.
  7. Utilize consultative selling skills and an in-depth knowledge of ASHA products and offerings to increase sales and non-dues revenue
  8. Provide technical support to assist members with accessing online services and content including webinars, journals, online communities, and online dues renewal.
  9. Participate in outbound telephone campaigns.
  10. Apply knowledge of association’s functional areas to appropriately direct inquiries within the National Office, as required.
  11. May include some travel to attend annual ASHA conventions.

 

QualificationsKnowledge 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

 

PandoLogic. Category:Customer Service, Keywords:Client Services Manager, Location:Rockville, MD-20850

  • Customer Relations Manager

    4 weeks ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    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...

  • Customer Relations Manager

    4 weeks ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    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...

  • Customer Relations Manager

    3 weeks ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    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...

  • Customer Relations Manager

    3 weeks ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    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...

  • Customer Relations Manager

    7 days ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    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...

  • Customer Relations Manager

    2 weeks ago

    Rockville, United States American Speech-Language-Hearing Association Full time

    A. General 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 Manager, Membership & Sales representative operates in a multichannel environment requiring the ability to communicate...

  • Information System Security Manager

    5 days ago

    Rockville, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking an Information System Security Manager to execute and support the implementation of a successful Assessment and Authorization (A&A) program.Responsibilities:Direct the day-to-day work for a team of Information System Security Officers, referred to as Information Technology Security Advisors (ITSAs) and Security...

  • Customer Relations Manager

    3 weeks ago

    Rockville, MD, United States American Speech-Language-Hearing Association Full time

    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...

  • Donor Relations Manager

    2 weeks ago

    Rockville, United States Ingleside Full time

    Donor Relations Manager Hybrid position at Headquarter (HQ) in Rockville, MD and Remote Starting $80K Ingleside is a premier, not-for-profit provider of comprehensive older adult opportunities in the Washington, D.C. metropolitan area. Based in Rockville, MD, Ingleside is the parent organization for three CARF-accredited, SAGE Care platinum LGBTQ+...

  • Information Systems Security Officer

    4 weeks ago

    Rockville, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we have provided our clients across healthcare, national security, and the public sector.We are seeking an Information System Security Officer to join our team of experts tasked with securing the...

  • Senior Employee Relations Manager

    2 weeks ago

    Rockville, Maryland, United States Financial Industry Regulatory Authority , Inc. Full time

    The Employee Relations (ER) Team is a distinct function within FINRA's People Solutions Department responsible for investigating employee complaints. Essential Job Functions:The Senior Employee Relations Manager will be responsible for:Conduct robust investigations into employee complaints and allegations of misconduct in a timely, fair, and balanced...

  • Manager, Minority Serving Institution Relations

    4 weeks ago

    Rockville, United States Lockheed Martin Full time

    **Job ID**: 666315BR **Date posted**: May. 07, 2024 **Description**:At Lockheed Martin, we uphold our three values: Do What's Right, Respect Others, and Perform with Excellence. You can help us find the next wave of diverse talent that will do just that. **Basic Qualifications**: - 7+ years' experience working within Diversity & Inclusion or with HBCUs...

  • Federal Relations Fellowship

    1 week ago

    Rockville, United States Aflac, Incorporated Full time

    **The Company** Aflac **The Location** Washington, DC **The Division** Aflac Federal Relations **The Opportunity** Aflac Federal Relations Diversity Fellowship in Public Affairs Aflac Federal Relations** **is located in the heart of downtown Washington, DC and is responsible for the federal public policy strategy and government relations activities...

  • Marketing & Community Relations Specialist

    2 months ago

    Rockville, United States DogiZone Full time

    **Position Summary**: The Marketing and Community Relations Manager is responsible for formulating, directing, and executing marketing activities that result in the positive growth and development of our respected brand. **Reasonable Accommodations Statement**: To perform this job successfully, an individual must be able to perform each essential duty...

  • Finance and Investor Relations Associate

    2 weeks ago

    Rockville, Maryland, United States MaxCyte Inc Full time

    : The Finance and Investor Relations Associate will play critical roles in creating and executing MaxCyte's investor relations strategy that promotes the business objectives of MaxCyte. Keys to success of the role will be 1) the ability to command a detailed understanding of MaxCyte's business, products, markets, customers, investors, employees and other key...

  • Customer Support Manager

    2 weeks ago

    Rockville, United States JOOLA Full time

    JOOLA is looking for an experienced **Customer Support Manager** with a passion for growth and interest in pickleball and table tennis! JOOLA was first established in 1952 and built a global reputation as a pioneer in table tennis. In 2022, JOOLA expanded into the rapidly growing pickleball scene and quickly attracted the biggest names in the sport. As an...

  • Investor Relations Analyst

    2 months ago

    Rockville, United States Lafayette Federal Credit Union Full time

    NOTICE: JOB APPLICANTS LIMITED TO DC, MD, OR VA RESIDENTS. POSITION IS HYBRID. Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions. Lafayette Federal Credit Union has earned the 2024 Top Workplaces award from USA Today! Welcome to Lafayette Federal Credit Union...

  • Investor Relations Analyst

    4 weeks ago

    Rockville, United States Lafayette Federal Credit Union Full time

    NOTICE: JOB APPLICANTS LIMITED TO DC, MD, OR VA RESIDENTS. POSITION IS HYBRID. Please note that we are exclusively considering applicants residing in the District of Columbia, Maryland, or Virginia for all open positions. Lafayette Federal Credit Union has earned the 2024 Top Workplaces award from USA Today! Welcome to Lafayette Federal Credit Union...

  • Member Services and Chapter Relations Manager

    4 weeks ago

    Rockville, Maryland, United States Management Solutions Plus Full time

    The primary objective of this full-time position is to coordinate functions within the Member Services Department of an Association Management Company (AMC), encompassing member recruitment, retention and engagement efforts. This role has significant interaction with members, prospects, volunteers and staff. Management of the following projects includes:...

  • Member Services and Chapter Relations Manager

    1 month ago

    Rockville, Maryland, United States Management Solutions Plus Full time

    The primary objective of this full-time position is to coordinate functions within the Member Services Department of an Association Management Company (AMC), encompassing member recruitment, retention and engagement efforts. This role has significant interaction with members, prospects, volunteers and staff. Management of the following projects includes:...