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Customer Service Rep
2 months ago
Job Type
Full-time
Description
JOB SUMMARY:
Primary responsibility is to work as a part of a customer service team to provide the highest level of customer service, primarily by telephone, to all (Shop FFA) merchandise and National FFA membership stakeholders. Duties include managing relationships with state staff members and the administration of membership rosters/profiles. Stakeholders may be existing or new and include state association staff, advisors, alumni, parents, members, etc.
ESSENTIAL FUNCTIONS
1. Provide customer service by answering and responding to calls in queue. Direct, refer or transfer calls to
other areas/departments as needed.
2. Function as a first line resolution source via telephone, chat, helpdesk tickets (including entering orders, daily administrative reports and functions), to apply predetermined corrective actions and escalate complaints or unresolved situations to the supervisor.
3. Assist with (Shop FFA) merchandise correspondence calls to research order and shipment history, enter new orders, investigate, and resolve order related shipment inquiries. Process transactions for orders and inquiries received via phone, chat, mail, and helpdesk ticket inquiries.
4. Assist FFA.org stakeholders to gain appropriate access to FFA.org, including issues with logging in (creation, password reset, etc) and proper access to materials related to their role.
5. Coordinate the receipt and tracking of the FFA membership rosters received until completion, including editing/proofing, and reviewing for accuracy and quality.
6. Work with state staff, advisors, membership, and other stakeholders in a training capacity for the on-line membership process. Verify membership status during scholarship, degree, and Career/Leadership Development Event (CDE/LDE) events.
7. Update mailing addresses for New Horizon subscribers when notified.
8. Build and maintain positive business relationships with NFFA state and state relations staff, including researching and answering questions related to chapter, students, and membership policies.
9. Provide customer service relationship with state membership coordinators to include new chapter creation, resolution of any invoicing/account issues with Financial Services and/or states, tracking/managing payments, and effective communication.
10. Provide training to other customer service representatives including complaint handling and problem solving as needed. Assist with testing of new processes.
11. Train state staff, national staff, and advisors from predefined training materials and/or FFA.org roster and profile.
12. Reconcile membership/individual profile data to FFA.org roster, profile, and the Admin Console. This data is to include student and chapter demographics and address changes for the New Horizon magazine. Reconcile discrepancies noted during the review of rosters, resolve errors from batch entries.
13. Adhere to timeframe of the team's agreed to processes, answer team email inquiries, new chapter creation, chapter name changes, affiliation approvals.
14. Document own desktop procedures, test system changes, troubleshoot advisors' problems and file help cases with Sr. Manager, Merchandise Process Manager and/or Membership Processes Manager.
15. Research membership status for any application, candidate, program, CDE, scholarship, American Degree, etc.
16. Maintain inventory of National FFA Charter Certificates, work with managers to obtain official NO and national advisor signatures.
17. Work necessary overtime and annual convention, as required.
18. Perform other duties as assigned.
Requirements
SKILLS
•Proactive follow-up on state and large customer orders.
•Perform the mental and physical demands of the position.
•Make/receive phone calls and remain in a sitting position for lengthy periods of time.
•Maintain dependable attendance and punctuality.
•Function as a team player with the ability to work independently in a frequently changing environment.
•Good interpersonal, listening, written and verbal communication skills.
•Interact and work with a diverse group of internal/external people.
•Effectively prioritize, organize, use time-management skills, and be adept at multi-tasking.
•Computer literate, accurate, detailed-oriented, mathematical skills, and ability to problem solve/analyze.
•Confident in making decisions, accurate, detailed-oriented, and able to problem solve/analyze and maintain confidentiality.
•Become proficient in S2K, Shop FFA, FFA.org roster and profile, Membership Console, Convention Online registration systems and processes.
•Proficiency in Microsoft Office products.
EDUCATION:
•High school diploma or equivalent required.
EXPERIENCE:
•Five years of previous customer service or call center experience required.
