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Contact Center Representative

2 months ago

Piscataway, New Jersey, United States IEEE Full time

Job Summary

The IEEE Contact Center Representative will be responsible for providing exceptional customer service and support to members and customers. This role involves responding to inquiries, resolving issues, and providing solutions in a timely and professional manner.

Key Responsibilities

  • Respond to member and customer inquiries regarding membership, orders, subscriptions, services, benefits, and status.
  • Process membership renewals and provide information to members as requested.
  • Manage and monitor individual daily workflow to department standards.
  • Project a positive, professional image of self and the IEEE to ensure productive relationships.
  • Assume ownership and accountability for resolution of all inquiries.
  • Escalate issues accordingly and ensure details of escalation are clear and concise.
  • Participate in all Contact Center outreach programs.
  • Participate on teams in support of the department objectives.
  • Follow Contact Center SOP (Standard Operating Procedures).
  • Attend required training in products, services, professional development, technical, and personal training internal or external.
  • And other responsibilities as designated by department management.

Qualifications

  • H.S. diploma required.
  • Bachelor's degree or equivalent experience preferred.

Work Experience

  • 2-4 years customer service experience in a high-volume call center providing specialized and expert assistance to all client levels.

Skills and Requirements

  • Excellent oral and written communication skills.
  • Strong organization skills.
  • Team-oriented; ability to partner and share information, and foster relationships.
  • Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.
  • Working knowledge of MS Office Applications (Word, Excel, PowerPoint, Access).
  • Global Support Serviceability.