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Customer Service Representative
1 month ago
As a Member Services Advisor at the VETERANS OF FOREIGN WARS OF THE UNITED STATES, you will provide exceptional customer service to our members and non-members. This role involves redirecting or responding to inquiries via phone, fax, mail, email, and web chat, utilizing an omnichannel contact center solution. You will be responsible for documenting key information with every point of contact and exemplifying VFW and Member Service Center Values in coordination with the What Great Looks Like (WGLL) standards.
Key Responsibilities
Provide outstanding telephone service that meets the member's needs while striving to correct mistakes, if any, and work through emotional situations within the standard of the WGLL and Standard Operating Procedures (SOP).
Process Mail Orders and Payments, Answer Mail/Email Questions, Process Fax Orders, Process Email Orders, Manage Quote Orders and Process Product Returns in accordance with MSA Standards and SOP. Perform research as needed.
Process new membership and member transfer applications, including annual, life, legacy, installment, and convention registration. Enter member information timely, accurately, and completely from the application or other document provided.
Prepare checks for bank deposit and process large sums of money by credit card authorizations.
Utilize the VFW customer database (Aptify) to maintain membership records, including updating addresses, emails, and phone numbers. Mark record accordingly when notification is received that member is deceased.
Communicate with Post Quartermasters, Department Quartermasters, and VFW and Auxiliary members, both verbally and in writing, to clarify or resolve issues pertaining to monetary discrepancies and processing of payments.
Coordinate journal transfers to ensure that monies are split to appropriate departments.
Assist customers/members with the navigation of VFW/VFW Store websites.
Requirements
General education level with at least two years of customer service or general office experience preferred.
Strong interpersonal skills to discuss products and questions with customers and co-workers.
Ability to work well in a fast-paced team environment.
Moderate work experience with PC proficiency using Database, Microsoft Office programs, and 10-key calculator.
Ability to operate moderately complex equipment, including check scanner/endorser, document scanner, and copier.
Working Conditions
The position operates in a busy office environment with telephone and PC usage 100% of the time to input order information.
Light lifting (5-20 lbs) during inventory, National Convention, and assisting customer service with return packages.
Some overtime may be required during peak periods.
Possible travel is required for the National Convention.
What We Offer
The VETERANS OF FOREIGN WARS OF THE UNITED STATES offers a dynamic and supportive work environment, with opportunities for growth and development. If you are a customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
