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Contact Center Representative
2 months ago
The IEEE Contact Center Representative will be responsible for responding to member and customer inquiries received by email, chat, bulk mail, phone, and interdepartmental. Interact and partner with internal and external customers of multi-cultural backgrounds. The incumbent in the role provides prompt and professional high-quality service and solutions to clients. He/She will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She recommends process improvements for optimal service; participate on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and typically reports to a Supervisor.
Key Responsibilities
\t- Receive and respond to member and customer inquiries, regarding membership, single sale orders, subscriptions, society membership, services, benefits, and status
\t - Process membership renewals and provide information to members as requested
\t - Manage and monitor individual daily workflow to department standards
\t - Project a positive, professional image of self and the IEEE to ensure productive relationships
\t - Assume ownership and accountability for resolution of all inquiries
\t - Escalate issues accordingly and ensure details of escalation are clear and concise
\t - Participate in all Contact Center outreach programs
\t - Participate on teams in support of the department objectives
\t - Follow Contact Center SOP (Standard Operating Procedures)
\t - Attend required training (50 hours) in Products, Services, Professional Development, Technical, and Personal training internal or external
\t - And other responsibilities as designated by department management
\t - Remote agents are expected to attend training, communication meetings, and joint project discussions 20% of standard work time, and possibly outside normal working hours in person as determined by management based on business needs
Qualifications
\t- H.S. diploma required
\t - Bachelor's degree or equivalent experience preferred
Work Experience
\t- 2-4 years customer service experience in a high-volume call center providing specialized and expert assistance to all client levels
Skills and Requirements
\t- Excellent oral and written communication skills
\t - Strong organization skills
\t - Team-oriented; ability to partner and share information, and foster relationships
\t - Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers
\t - Working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access)
\t - Global Support Serviceability
\t - US & Headquarters Location – 1st Shift between the hours of 7am – 5pm ET
\t - US & Headquarters Remote Location – 2nd & 3rd Shift between the hours of 3:30pm – 8:00am ET
\t - Global Service Location; India & Singapore – 8:00am – 5:00pm IST & SGT
As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.
PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.
For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' + Category I - Office Positions + '.
IEEE is an EEO/AAP Employer/Protected Veteran/Disabled
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Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management's right to assign or re-assign duties to this job at any time due to reasonable accommodations or other
business reasons.
