09 January 2021
Senior Customer Service Specialist

Senior Customer Service Specialist
Not for profit – Global Professional Organization
Doral, Florida  (Miami Area)
 
Reports to: Manager, Customer Service and Support
 
Company overview
Our client is a hundred-year-old professional organization, founded in 1919 as a multifaceted, nonprofit organization with a mission to advance the science. Headquartered in Miami, Florida, serves more than 70,000 members worldwide and is composed of 22 Districts with 250 Sections and student chapters.
 
Overview:
In this multi-faceted role, you will provide technical and/or specialty assistance to customers as
a liaison between the customer and the Departments. As a member of the elite team
you must have a highly developed sense of integrity and commitment to customer satisfaction
and must demonstrate passion for excellence with respect to treating and caring for customers. Serve as an “Operational Business Unit Liaison” between the Customer Service Department and assigned operational business units
 
Duties and responsibilities
  • Provide world class customer service through excellent communication skills (written and verbal) and maintaining favorable customer relations through the attention to detail.
  • Able to appropriately identify a customer’s need by assessing the unique customer’s situation and resolving all issues on behalf of the customer.
  • Working knowledge of at least one operational business unit prior to consideration and the first escalation point for customer issues.
  • Must be able to thoroughly research information regarding a specific member profile as well as research information on product and service via our database and website while maintaining an active line of communication with the customer.
  • Process certain requests via our database system; renew memberships, process credit cards, checks and process refunds/cancelations, and related areas.
  • Works with moderate supervision/guidance
  • Answer incoming customer phone calls and take appropriate action to resolve each call
  • Maintain customer contact and track customer call history
  • Maintain customer satisfaction ratings based on explicit criteria set forth by the Company
  • Input information and other customer updates into the CRM platform to keep each customer record current
  • Effective at case management by taking ownership of customer issues from beginning to end
  • Able to appropriately resolve issues on behalf of customers by interacting with operational business units to bring a collaborative functional solution
  • Capable of handling escalated customer issues
  • Ensures that customers have a positive experience; commits to meet or exceed all customer expectations.
  • Adhere to all call center KPIs
 
Requirements
  • High School Diploma required, Associate or higher a plus!
  • 2 years in Advanced Customer Service and/or Customer Relations
  • Ability to learn extensive product knowledge of all Programs & Services as well as Personnel and Departmental responsibilities
  • Ability to be extremely professional and courteous with customers at all times
  • Excellent communication skills (written and verbal) to maintain favorable customer relations
  • Strong computer proficiency with MS Word, database system; data entry
  • Excellent telephone etiquette required
  • Bilingual skills are helpful but not required (Spanish, Mandarin, and Portuguese)
Working conditions
  • Working conditions are normal for an office environment.
Physical requirements
  • Requires sitting for extensive periods of time, operating a computer keyboard, telephone and other equipment for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Compensation
Based on experience - $16-$18 per hour – Full -Time- Monday-Friday (8:30-5pm), Benefits offered
This is a temp to Perm position for 12 month- Starts ASAP!
 
Apply
Please submit your updated resume in a word document format. Please list the month and year for each employment listed.  If you are a match, you will be contacted by a recruiter from ttg Talent Solution.  Please monitor your email ( inbox/junk) and Phone voice Mail for a message.
 
At ttg, "We believe in making a difference One Person at a Time," ttg OPT.