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After Hours Client Service Associate

2 months ago

Piscataway, New Jersey, United States IEEE Full time

Job Overview
The IEEE Contact Center Associate II is tasked with addressing inquiries from members and customers through various communication channels including email, chat, and phone. This role involves engaging with a diverse clientele and delivering high-quality service and solutions promptly. The individual will take ownership of inquiries, ensuring thorough resolution while participating in ongoing training to enhance skills and knowledge related to products and services.

Key Responsibilities

  • Handle and respond to member and customer inquiries regarding services, benefits, and membership status.
  • Facilitate membership renewals and provide necessary information to members.
  • Monitor and manage daily workflow in accordance with departmental standards.
  • Maintain a professional image of the IEEE while fostering productive relationships.
  • Assume responsibility for resolving all inquiries effectively.
  • Escalate issues as necessary, ensuring clarity in communication.
  • Engage in outreach programs organized by the Contact Center.
  • Collaborate with teams to support departmental objectives.
  • Adhere to established Standard Operating Procedures (SOP).
  • Participate in mandatory training sessions to develop professional skills.
  • Fulfill additional responsibilities as assigned by management.

Qualifications

Education

  • High School diploma is required.
  • Bachelor's degree or equivalent experience is preferred.

Work Experience

  • 2-4 years of experience in customer service within a high-volume call center environment.

Skills and Requirements

  • Exceptional oral and written communication abilities.
  • Strong organizational skills.
  • Team-oriented with a collaborative approach to sharing information.
  • Proficient in MS Office applications.
  • Ability to interact professionally with various stakeholders.
  • Flexibility to accommodate different shift schedules as required.

Additional Information
This position is not eligible for employer-sponsored immigration support. For further details on work conditions, please refer to the relevant standards document.