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Customer Support

3 months ago

Brookfield, United States International Foundation of Employee Benefit Plans Full time

Description:
**Summary**:
Our **Registrations Assistants **provide efficient and courteous customer support to members and nonmembers registering for our many Educational Programs. This includes interactions with speakers, governance, and other staff/co-workers to maintain optimal customer service levels.

**Essential Duties and Responsibilities**
- This Position Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice._
- Provides efficient customer service support (via web-based requests or telephone) for those registering for IFEBP Educational Programs. This includes but is not limited to; education course guidance, registration eligibility review, hotel reservation assistance, travel information and outreach calls.
- Thoroughly review all internal and external communication for each interaction to ensure prompt and accurate communications while providing a full customer service experience.
- Collaboratively assist in problems identified in order processing and cash receipting.
- Responsible to understand receipting process in accordance with our Accounting Department standards and departmental SOP’s.
- Assists in the creation and testing of registration forms, including review of posted meeting information on the website.
- Accurately processes, reviews and manages hotel blocks; creates events in Passkey/Cvent (hotel reservation software); and completes post conference reconciliation with hotel & processes refunds. This includes the statistical data documentation for the events.
- In order to provide an exceptional customer service experience, the individual must maintain excellent working relationships with all individuals (internal & external) and vendors.
- As business needs dictate, you will be flexed over to our Exhibits Team to assist with entry-level tasks and responsibilities (commensurate with the Exhibits Assistant I role) which are aligned with the skills, competencies, and compensation level of your primary work area. This may occur up-to 25-50% of your working time. Coverage for vacations, business trips, or unexpected vacancies may result in sporadic weeks at 100% in a coverage function.

**Supervisory Responsibilities**:
No formal supervisory responsibilities, however, incumbent may be required to train/mentor junior staff members.

**Requirements**:
**Required Education/ Experience**:

- High school diploma, or equivalent.
- 2+ years of successful experience in a customer support or an administrative assistant capacity.
- Working knowledge of computer databases such as CRM UX8 is helpful, but not required.
- Prior background in hotel reservation/front desk experience is preferred, but not required.
- Previous customer service experience in a not-for-profit membership association is a plus.

**Minimum Qualifications/Skills**:

- Excellent and enthusiastic interpersonal skills.
- Track record of working in a fast-paced environment.
- Ability to effectively multi-task.
- Above-average computer skills, as well as a capacity to learn new software.
- Proficient with Microsoft Word, Excel, and Outlook.

**Travel Requirements**:
This position may intermittently require that the individual travel for work; but only up to 10% of the time.

**Hybrid Work Environment**:
This position is expected to work from our corporate headquarters office in Brookfield, WI. This is an environment with typical office conditions, including lighting, noise, seating and equipment.

New hires are expected to be fully onsite during the training period. Then, once fully trained, the Foundation operates on a 60/40 Hybrid schedule; with 60% being onsite at our headquarters in Brookfield (Tuesdays, Wednesdays, and Thursdays); and up-to 40% being optionally remote (Mondays and Fridays) and as business needs allow.

**Physical Demands**:

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, or crouch.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
- The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work that may be inherent in the occupation._

**COMPENSATION, PERKS & BENEFITS**:
The pay for this role starts at **$18.65/hour** with