SHRM Email Support Specialist - Customer Service in Alexandria, Virginia

Email Support Specialist - Customer Service

Tracking Code

208663-075

Job Description

SUMMARY

Responsible for ensuring customers’ expectations are met or exceeded through effective communication of information, timely order processing, and prompt resolution of customer issues. Responds to emails, inbound calls and voicemails in a fast-paced environment where service excellence is top priority. Must process information and make judgments while maintaining a positive and professional attitude. High priority placed on quality service and willingness to work in a team environment to accomplish goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Respond to general inquiries regarding SHRM membership, products, and services via telephone, fax, or email within 24-48 hours.

  • Performs data entry for purposes such as order processing, accessing previous and special orders.

  • Research and resolve any other membership inquiries as requested.

  • Refer calls for specific information to the appropriate staff members or departments.

  • Authorize and process credit card payments for products and services.

  • Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve member service operations.

  • Support registration process by serving as on-site coordinators for SHRM sponsored seminars and conferences.

  • Provide tier I technical support regarding login access, website and web cast issues.

  • Ability to work a flexible schedule including evenings and weekends as required.

  • Achieve established goals within the department to include metrics and quality.

  • Use professionalism and appropriate grammar and formatting when providing written responses to members and co-workers.

  • Provide first contact resolution of the member’s issue/challenge within 24-48 through accurate, relevant information/data and providing time frames as necessary to the member for follow-up.

  • Utilize all available resources to handle inquiries.

  • Other duties maybe assigned.

Required Skills

  • Strong customer service orientation

  • Excellent organizational skills

  • Must be proficient in handling numerous inbound emails & calls, offering superb customer service while responding positively, accurately and timely.

  • Ability to communicate clearly via oral and written communication.

  • Must be able to multi-task.

  • Strong interpersonal skills needed to understand and relate with a wide range of customers.

  • Overall PC keyboarding proficiency with experience utilizing Windows environment (Word, Outlook) and association software knowledge preferred. Ability to use general office machinery.

Required Experience

  • High school diploma or equivalent required. Some college preferred with a minimum of 2-3 years experience in a call center environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

No relocation assistance provided.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

Job Location

Alexandria, Virginia, United States

Position Type

Full-Time/Regular

Summary of Department

Member Care is a high-performing, service-driven team creating wow experiences in a collaborative, professional and globally focused environment while contributing to SHRM's success.