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Customer Service Representative

1 month ago

Kansas City, Missouri, United States VETERANS OF FOREIGN WARS OF THE UNITED STATES Full time
Job Details

Job Location: Kansas City, MO

Position Type: Full Time

Salary Range: $35,880.00 - $37,440.00 Salary/year

Description

NATURE OF WORK:

Provides customer service for VFW Store and VFW fraternal/business operations. Redirects or responds to member/non-member inquiries via phone, fax, mail, email and web chat utilizing an omnichannel contact center solution. Responsible for documenting key information with every point of contact. Exemplify VFW and Member Service Center Values in coordination with the What Great Looks Like (WGLL) standards. This position is critical for representing the VFW Member Service Center as a point of contact to provide solutions for all customers/members.

TYPICAL DUTIES AND RESPONSIBILITIES:

Servicing Tasks

  1. 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).
  2. 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. For example, locate customer and order(s) in Aptify to understand the situation. For email questions, reply using appropriate templates and follow email standards. For physical mail, look up contact information and attempt to provide appropriate information by phone before sending a physical mail response.
  3. Process new membership and member transfer applications. This includes annual, life, legacy, installment, and convention registration. Enter member information timely, accurately, and completely from the application or other document provided. Process transfers for annual and life members.
  4. Prepare checks for bank deposit. Process large sums of money by credit card authorizations.
  5. Utilizing the VFW customer database (Aptify) to maintain membership records to include updating addresses, emails and phone numbers. Mark record accordingly when notification is received that member is deceased.
  6. Communicates 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.
  7. Coordinates journal transfers to ensure that monies are split to appropriate departments.
  8. Assists customers/members with the navigation of VFW/VFW Store websites.

KNOWLEDGE, SKILLS AND ABILITIES:

Requirements

  1. Membership eligibility is not required for this position.
  2. General education level with at least two years of customer service or general office experience preferred.
  3. Requires strong interpersonal skills to discuss products and questions with customers and co-workers.
  4. Work well in a fast-pace team environment.
  5. Work in a contact center environment using a computer, mouse, keyboard, call headset and working on computer monitors for extended periods of time.
  6. Moderate work experience with PC proficiency using Database, Microsoft Office programs, and 10-key calculator.
  7. Requires the ability to operate moderately complex equipment, including check scanner/endorser, document scanner and copier.

SCOPE OF POSITION:

Responsibilities

  1. Reports to Supervisor.
  2. Generally plans and prioritizes work on a daily basis.
  3. Resolves problems of a routine nature. More significant problems are referred to supervisor.
  4. Typical contacts are with VFW Department and Post staff or officers, VFW members and VFW employees to answer questions and provide information regarding the processing of members and/or resolve problems.
  5. Provides service to VFW customers by receiving (by phone, fax, mail, web chat) orders for supply items. Assists phone, mail, email, fax, and web chat customers.

WORKING CONDITIONS:

Work Environment

  1. The position operates in a busy office environment with telephone and PC usage 100% of the time to input order information.
  2. Light lifting (5-20 lbs), during inventory, National Convention, and assisting customer service with return packages.
  3. Some overtime may be required during peak periods.
  4. Possible travel is required for the National Convention.

MAJOR ACCOUNTABILITIES:

Key Responsibilities

  1. Ensures customer orders are entered into database completely and clearly. Ensures all keying errors and problems are resolved.
  2. Ensures payments and orders are processed and deposit of checks/cash are taken to the Bookkeeping area. Makes sure Cash Control Batches balance with orders.
  3. Ensures Office Supervisor and Department Director are kept informed of matters concerning production results and any problems or concerns.
  4. Prepares for the National Convention.
  5. The above duties are general in nature and are not intended to reflect all of the duties that may be required of the incumbent.